Customer Service Supervisor

Location: USA – Florence, 2505 Ted Bushelman Blvd. Division: Solutions 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. This role requires approximately 25 - 50% travel. 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 vacation schedules and work load of team to assist in project prioritization Development of direct reports Responsible for employment decisions regarding staff and performance management Minimum Required Qualifications 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. 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 (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. Core Competencies Accountability Business Acumen Communication / Building Partnership Developing Oneself Developing Others Drive for Results Embracing Change Problem Solving Empowerment Leadership Excellence Leading Change Problem Solving Independent Contributor Competencies Accountability Communication / Building Partnership Customer Orientation Developing Oneself Drive for Results Embracing Change Problem Solving Professional Competencies 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. Equal Employment Opportunity 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. #J-18808-Ljbffr Dsv Air & Sea SAU