Manager, Customer Service

FRAUD ALERT: Please note that DSV will never request a chat interview or solicit funds from applicants or employees through its interviewing and hiring process. We do not require any form of payment and will not ask for personal financial information, such as credit card or bank account number. Our recruiters have an @dsv.com or @us.dsv.com email address. If you question the legitimacy of any DSV job posting, please reach out to View email address on click.appcast.io. 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. Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services. As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy. Visit dsv.comand follow us onLinkedInandFacebook. Location: USA - Northlake, East Catherine Court Division:Solutions Job Posting Title: Manager, Customer Service - 128574 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

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 matter. 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 Performing of staff performance review meetings OTHER DUTIES (Site Specific) Work overtime as dictated by business whether mandatory or voluntary Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

May lead, develops, and coaches team of 10-15 employees

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience 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 #J-18808-Ljbffr DSV