Manager, Customer Service

DSV – Global Transport and Logistics At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long‑term, sustainable growth and value for our customers, employees, shareholders and society. Location: Aurora, IL Division: Contract Time type: Full Time 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 Become familiar with clients, including key contacts, unique requirements, and operating processes. Deploy and improve existing policies and procedures by effectively managing and guiding supervisors and customer service representatives. Work 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 Work with site leaders to ensure the operation is meeting all KPI targets. Handle high‑priority escalation phone calls, especially those requiring coordination of multiple teams and departments. Conduct staff meetings to review daily and weekly work activities, plan and assure continuous improvement. Provide guidance to staff and assign tasks to Customer Service staff. Foster career development, best practices, and optimal morale in the organization. Relay consistent issues to the General Manager in a timely and efficient manner. Monitor changes in the logistics processes and intervene in case of disruptions, including communication with clients and other stakeholders. Coordinate between CS team and other internal teams. Calculate production costs and provide input for invoice creation. Provide input for the annual budget to General Manager. Setup and maintain process flows and working instructions for new customer implementations or revised customer agreements. Continuously improve processes and services provided by the company. Maintain internal and external communication regarding escalations, customer visits, specific customer needs, complaint handling, status updates, cycle counting, quality topics and commercial topics. Manage exceptional operational customer challenges or requests (e.g., large volume changes). Organize operational review meetings and business review meetings with key customers. Participate in contract discussions and negotiations. Supervise execution from a qualitative and quantitative perspective and initiate corrective actions when needed. Coordinate staffing of CS department. Conduct staff performance review meetings. Other Duties (Site Specific) Work overtime as dictated by business, whether mandatory or voluntary. Perform other duties as assigned. Supervisory Responsibilities Lead, develop, and coach a team of 10–15 employees. Minimum Required Qualifications Education and Experience High school diploma or GED. 2 years’ experience in a leadership role involving customer service or an 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. Ability to work in unregulated temperatures within the warehouse during the warmer and colder months ranging from mild to moderate. 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 communication skills and able to deal with clients tactfully and efficiently. Clear and articulate on the phone and in person with strong writing and presentation abilities – persuasive but empathetic. Handle conflict and pressure, set priorities and abide by them, and maintain a consistent and positive customer service image under difficult conditions. General understanding of the Supply Chain Management and Logistics industry. Demonstrated competency in: Customer Service – responds to customer needs or requests. Dealing with Complexity – examines facts and trends to find the best way to handle situations. Maintaining Composure – stays calm and composed in stressful situations. Being Resourceful – quickly handles problems or issues as they arise. Providing Direction and Leadership – provides guidance and structure. Building Bench Strength – develops staff skills and plans for their growth. Motivating Others – inspires others to achieve common goals. Demonstrates Global Perspective – understands global trends and synergy. Positive Attitude – remains optimistic and cheerful. Finding Work Improvements – suggests new ideas to improve processes. 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 or 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 Core Competencies – Independent Contributor Accountability Communication / Building Partnership Customer Orientation Developing Oneself Drive for Results Embracing Change Problem Solving Professional Competencies Physical Demands Handling/Fingering, Sitting – occasionally. Bending – frequently. Walking and Standing – constantly. Ability to lift/Carry and Push/Pull – 21–50 pounds. Reach above shoulder, reach outward, squat, or kneel. Work Environment The employee is rarely 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. Equal Employment Opportunity Statement 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. DSV reserves the right to defer or close a vacancy at any time. Compensation and Benefits For this position, the expected base pay range is $85,000 – $95,000 Annual. 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. #J-18808-Ljbffr