Customer Service Manager

DSV - Global transport and logistics Location: Clarksville, TN Division: Solutions Job Posting Title: Customer Service Manager 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, and Data Entry Works with site leaders to ensure the operation meets all KPI targets Responsible for the highest priority escalation phone calls, especially those requiring 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 tasks 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 Monitors changes in logistics processes and intervenes in case of disruptions, including communication with clients and stakeholders Coordinates between CS team and other internal teams Calculates production costs and provides input for invoice creation Provides input for annual budget to General Manager Sets up and maintains process flows and working instructions for new customer implementations or revised agreements Continuously improves processes and services provided by the Company Maintains internal and external communication regarding escalations, customer visits, specific needs, complaint handling, status updates, cycle counting, quality topics and commercial topics Manages exceptional operational customer challenges/requests (e.g., large volume changes) Organizes Operational Review Meetings and Business Review Meetings with key customers Participates in contract discussions and negotiations Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed Coordinates staffing of CS department Performs 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 Leads, develops, and coaches a 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 of 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, monitoring and control services, cost optimization, and various industry‑specific requirements Must be able to work in unregulated warehouse temperatures during the warmer and colder months, which may 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 mathematics 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 clear presentation abilities – persuasive but empathetic Ability to handle conflict and pressure, set priorities, 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 the following areas: Customer Service (does what it takes to meet or exceed internal or external customer expectations, responds appropriately) Dealing with Complexity (knows how to handle complex situations, examines facts and trends to find the best way) Maintaining Composure (stays calm and composed in a stressful situation, keeps a positive manner) Being Resourceful (quickly handles problems, seeks help or resources as needed) Providing Direction and Leadership (guides, directs, and structures in one‑on‑one or group settings) Builds Bench Strength (determines capability of staff and creates plans to build necessary skills and experience) Motivating Others (inspires or convinces others to work toward common goals) Demonstrates Global Perspective (understands global trends and the organization’s position, works effectively with global partners) Demonstrating Positive Attitude (optimistic, cheerful manner, behaves positively with others) Finding Work Improvements (seeks and suggests new ideas to improve workplace procedures or services) 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 Compensation For this position, the expected base pay range is $ – $. 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. 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, 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. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time. #J-18808-Ljbffr