Supervisor, Customer Service

Supervisor, Customer Service

Location: USA - Henderson, Bermuda Rd.

Position Summary:

The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs of the daily operations for the customer service group. The Customer Service supervisor must have a solid understanding of manufacturing, planning, and transportation.

Essential Duties And Responsibilities:

Develops and maintains positive customer relationships

Communicates effectively with customers, vendors and team members

Provides overall responsibility for ensuring accurate data capture and system entry

Proactively utilizes data and problem solving skills to resolve internal team, customer service and vendor issues

Continually looks for internal and customer process improvement processes

Develops and promotes a team environment

Responsible for all aspects of personnel management including associate performance feedback, training, management, mentoring and progression development

Assists with implementation and testing of new account start ups

Provides support to teams located at customer sites

Supports presentations for new customer sales, implementations and customer visits

Presents data and findings in front of the Customer

Reviews, updates and maintains standard operating procedures (SOP's)

Meets or exceeds all team KPI's for Customer Service

Conducts project work as required

Other Duties (Site Specific):

May be required to work hours outside of set schedule dictated by business needs

Performs other duties as assigned.

Supervisory Responsibilities:

Ensures direct reports deliver projects within scope and on time and meet customer expectations

Manages team vacations schedules and workload of team to assist in project prioritization

Development of direct reports

Responsible for employment decisions regarding staff and performance management.

Minimum Required Qualifications:

Education and/or Experience: Must have a high school diploma or general education degree (GED). Minimum of 2 years in transportation/supply chain management in a 3PL environment. Minimum of 2 years of successful management experience in a logistics, customer service or related field required.

Skills, Knowledge, And Abilities:

Computer Skills: Basic knowledge of WMS (Warehouse Management Systems)

Proficiency in MS Office applications (to include Excel, Word & Outlook)

Language Skills: English (reading, writing, verbal)

Mathematical Skills: Analytical and a solid mathematics foundation is a must.

Other: Excellent communications skills and able to deal with clients tactfully and efficiently. Cross-Functional Collaboration – Ability to work effectively with warehouse, transportation, and sales teams to align customer service efforts with operational goals. 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 including regulatory compliance.

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

Expected Base Pay Range: $66,528 - $75,200

DSV – Global transport and logistics

Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements. With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. At DSV, performance is in our DNA. We don't just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be. Start here. Go anywhere.