Manager, Customer Service

Manager, Customer Service Location: USA - Northlake Position Summary: Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow-up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client's SOP. This includes overseeing the work and output of any Team Leaders in the department. The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject matter expert, both on Company's specific product offerings and processes, as well as on the industry in general. Essential Duties and Responsibilities: Becomes familiar with clients, including key contacts, unique requirements, and operating processes Deploys and improves existing policies and procedures by effectively managing and guiding supervisors and customer service representatives Works with the Operations Manager to ensure the operation is meeting targeted service levels such as but not limited to Spot Quotes Booking Capture Shipment Monitoring Billing Issue Resolution Service Metric Monitoring Reporting Data Entry Works with site leaders to ensure the operation is meeting all KPI targets Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement Provides guidance to staff and assigns task to Customer Service staff Fosters career development, best practices, and optimal morale in the organization Relays consistent issues to the General Manager in a timely and efficient manner Monitoring of changes in the logistics processes and interfering in case of disruptions, including communication with clients and other stakeholders in case of disruptions and changes Coordination between CS team and other internal teams Calculation of production costs and providing input for invoice creation Provides input for annual budget to General Manager Setup and maintenance of process flows and working instructions, for example because of new customer implementations or revised customer agreements Continuous improvement of processes and services provided by the Company Maintaining internal and external communication with regard but not limited to escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics Managing exceptional operational customer challenges/requests (for example large volume changes) Organizing Operational Review Meetings and Business Review Meetings with key customers Participates in contract discussions/negotiations Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed Coordinates staffing of CS department Performs other duties as assigned Supervisory Responsibilities: Leads, develops, and coaches team of 10-15 employees Minimum Required Qualifications: Must have a high school diploma or general education degree (GED) 2 years' experience in a leadership role involving customer service or equivalent combination of education and work experience Experience as a Logistics Service Provider Department Manager and complete understanding of the full range of Logistics services, including order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and various industry specific requirements Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate Skills, Knowledge, and Abilities: Computer Skills: Basic knowledge of WMS (Warehouse Management Systems) Proficiency in MS Office applications Language Skills: English (reading, writing, verbal) Mathematical Skills: Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets Other: Excellent communications skills and able to deal with clients tactfully and efficiently. Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic. Must be able to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions. General understanding of the Supply Chain Management and Logistics industry Preferred Qualifications: 4-Year College Degree preferred, will consider equivalent experience or combination of education and experience Prefer 5 years' experience in a leadership role in logistics/distribution/supply chain environment Multi-language knowledge preferred Core Competencies: Leader of Others Accountability Business Acumen Communication / Building Partnership Developing Oneself Developing Others Drive for Results Embracing Change Problem Solving Empowerment Leadership Excellence Leading Change Physical Demands: Occasionally Handling/Fingering, Sitting Frequently Bending Constantly Walking and Standing Ability to Lift/Carry and Push/Pull 21-50 pounds Reach above shoulder, reach outward, squat, or kneel Work Environment: While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Expected Base Pay Range: $86,688.00 $115,000.00. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy. Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws. DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on click.appcast.io.