Customer Service Manager

DSV - Global transport and logistics Location: Clarksville, TN Division: Solutions Position Summary Manages and builds client relationships at the site level while maintaining a working knowledge of overall operational performance. Responsible for the optimal preparation, administrative follow‑up, and securing of the inbound, picking, packing, VAL, and outbound processes and communicating these with clients and internal stakeholders while meeting client SOPs. Oversees work and output of Team Leaders in the department and serves as the escalation point for client requests or complaints that cannot be resolved by department staff. Expected to become a subject matter expert on the company’s product offerings, processes, and 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 meets targeted service levels such as: Spot Quotes Booking Capture Shipment Monitoring Billing Issue Resolution Service Metric Monitoring Reporting Data Entry Work with site leaders to ensure the operation meets all KPI targets. Handle highest priority escalation phone calls, especially those requiring coordination of multiple teams and departments. Conduct staff meetings to review daily/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 logistics processes and intervene in case of disruptions, including communication with clients and other stakeholders. Coordinate between the CS team and other internal teams. Calculate production costs and provide input for invoice creation. Provide input for the annual budget to General Manager. Set up and maintain process flows and working instructions, e.g., 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/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 a qualitative and quantitative perspective and initiate corrective actions when needed. Coordinate staffing of the CS department. Perform staff performance review meetings. Other Duties (Site Specific) Work overtime as dictated by the 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 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 with 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 temperatures within the warehouse during the warmer and colder months, which can 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 mathematical applications related to managing a P&L and preparing site/operational budgets. Other Excellent communication skills and ability to deal with clients tactfully and efficiently. Clear and articulate on the phone and in person with strong writing and presentation abilities, persuasive yet empathetic. Ability to handle conflict and pressure, set priorities, and maintain a consistent positive customer service image under difficult conditions. General understanding of supply chain management and the logistics industry. Demonstrated competency in the following areas: Customer Service – meets or exceeds internal or external customer expectations and responds appropriately to requests. Dealing with Complexity – examines facts and trends to find the best way to handle complex situations. Maintaining Composure – stays calm, composed, and positive under stressful situations. Resourcefulness – quickly handles problems or issues and obtains necessary help or resources. Leadership and Direction – provides guidance, direction, and structure in one‑on‑one or group settings. Ability to Build Bench Strength – plans for building staff skills and capabilities necessary for organizational success. Motivation – inspires or convinces others to pursue common goals and objectives. Global Perspective – understands key global trends and the organization’s position within the global environment, works effectively with global partners. Positive Attitude – consistently exhibits optimism and cheerfulness, behaves positively with others in the workplace. Work Improvement – seeks and suggests new ideas to improve workplace procedures or services. Preferred Qualifications 4‑year college degree preferred; equivalent experience or combination of education and experience will be considered. Prefer 5 years of experience in a leadership role in a logistics/distribution/supply chain environment. Multi‑language knowledge preferred. Base Pay Expected base pay range not specified. EEO 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. #J-18808-Ljbffr