Manager, Customer Service

Location: Aurora, IL Division: Contract Job Posting Title: Manager, Customer Service 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 is the escalation point to resolve any client requests or complaints that cannot be handled by representatives. Additionally, the Manager is expected to become a subject‑matter expert on the company's specific product offerings and processes, as well as on the industry in general. Essential Duties and Responsibilities Familiarize with clients, key contacts, and unique requirements. 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 meets targeted service levels—spot quotes, booking capture, shipment monitoring, billing issue resolution, service metric monitoring, reporting, data entry. Work with site leaders to meet all KPI targets. Handle highest priority escalation phone calls and coordinate multiple teams and departments. Conduct staff meetings to review daily/weekly work activities and pursue continuous improvement. Guide staff and assign tasks to customer service staff. Foster career development, best practices, and optimal morale. Relay consistent issues to the General Manager in a timely manner. Monitor changes in logistics processes and intervene during disruptions. Coordinate between CS team and other internal teams. Calculate production costs and provide input for invoice creation. Provide input for annual budget. Setup and maintain process flows and working instructions for new customer implementations or revised agreements. Continuously improve processes and services. Maintain internal and external communication regarding escalations, customer visits, specific 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/negotiations. Supervise execution from qualitative and quantitative perspectives and initiate corrective actions when needed. Coordinate staffing of the 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/or Experience High school diploma or GED. 2 years’ experience in a leadership role involving customer service. Experience as a Logistics Service Provider Department Manager and complete understanding of the full range of logistics services. Ability to work in unregulated temperatures within the warehouse during winter and summer months. Skills, Knowledge, and Abilities Computer Skills Basic knowledge of Warehouse Management Systems. Proficiency in MS Office applications. Language Skills Proficiency not specified; general communication skills required. Mathematical Skills Intermediate to advanced level required in accounting and financial mathematics related to managing a P&L and preparing site/operational budgets. Other Excellent communication skills; able to deal with clients tactfully and efficiently. Clear and articulate on the phone and in person with strong writing and presentation abilities. Handle conflict and pressure, set priorities, maintain a positive customer service image under difficult conditions. General understanding of Supply Chain Management and Logistics industry. Demonstrated competency in customer service, dealing with complexity, maintaining composure, being resourceful, providing direction and leadership, building bench strength, motivating others, demonstrating global perspective, maintaining positive attitude, and suggesting work improvements. Preferred Qualifications 4‑Year College Degree preferred, with equivalent experience considered. Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment. Multi‑language knowledge preferred. Physical Demands Job requires walking, standing, occasional lifting/carrying and pushing/pulling. The workplace environment is low to moderate noise; exposures to fumes or chemicals are rare. Work Environment The employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level 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. Benefits Information 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. Compensation 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. #J-18808-Ljbffr