Customer Service Specialist, Operations Analyst

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.com and follow us on LinkedIn and Facebook.

Location: USA - Mesa, W. Southern Ave

Division: Solutions
Job Posting Title: Customer Service Specialist, Operations Analyst
Time Type: Full Time

Position Summary

The Customer Service Operations Analyst is responsible for administering customer operational activities and business processes for assigned customers and programs within the Global One Source organization. This role serves as a key business partner between customers and internal stakeholders to ensure operational performance, customer commitments, and service expectations are achieved.

The Analyst evaluates customer requirements, operational performance, fulfillment challenges, and business risks to identify issues, determine appropriate corrective actions, and develop recommendations that improve customer outcomes and operational efficiency. The position exercises discretion and independent judgment in resolving customer issues, managing operational exceptions, evaluating performance trends, and implementing process improvements.

This role requires strong analytical capabilities, business acumen, and the ability to influence cross-functional teams to support customer satisfaction, operational excellence, and organizational growth.

Essential Duties and Responsibilities

Customer Operations Ownership

• Manage operational activities for assigned customers, programs, and business processes.
• Monitor customer operational performance to ensure service commitments, customer requirements, and business expectations are achieved.
• Evaluate customer demand patterns, order activity, fulfillment performance, and operational trends to identify potential risks and opportunities.
• Prioritize operational activities and recommend actions when competing customer demands or business constraints arise.
• Serve as a primary point of contact for operational matters impacting assigned customers and programs.
• Develop a comprehensive understanding of customer business requirements and operational objectives.

Business Issue Resolution and Decision Support

• Evaluate operational exceptions, fulfillment challenges, customer concerns, and service disruptions to determine root causes and recommend corrective actions.
• Investigate issues involving inventory availability, pricing discrepancies, order fulfillment performance, customer commitments, and supply chain constraints.
• Develop recommendations that balance customer requirements with organizational objectives.
• Exercise independent judgment when determining appropriate solutions and escalation pathways.
• Partner with leadership and cross-functional stakeholders to address significant customer or operational issues.
• Identify operational risks and communicate recommended mitigation strategies to management.

Operational Analysis and Performance Management

• Analyze operational performance metrics, customer trends, workload distribution, backlog performance, and service-level attainment.
• Develop insights and recommendations that support operational decision-making and continuous improvement efforts.
• Monitor key performance indicators and identify areas requiring corrective action.
• Conduct root cause analysis on recurring service, operational, or customer issues.
• Prepare operational summaries, performance analyses, and recommendations for leadership review.
• Evaluate customer and operational data to identify trends impacting performance, profitability, and customer experience.

Process Improvement and Operational Excellence

• Evaluate existing workflows and operational processes to identify inefficiencies and opportunities for improvement.
• Recommend and implement process enhancements designed to improve operational effectiveness, scalability, accuracy, and customer satisfaction.
• Lead initiatives that reduce recurring issues, improve workflow consistency, and support sustainable growth.
• Develop and maintain standard operating procedures, process documentation, and operational best practices.
• Assess the effectiveness of implemented solutions and recommend additional improvements where appropriate.
• Support business initiatives related to customer retention, operational performance, and strategic growth objectives.

Cross-Functional Business Partnership

• Collaborate with Customer Service leadership, Purchasing, Sourcing, Operations, Logistics, and Finance teams to achieve customer and business objectives.

• Provide operational expertise and recommendations regarding customer requirements, service commitments, and business risks.
• Support implementation of new customer programs, process changes, and operational initiatives.
• Facilitate communication and alignment among stakeholders to ensure successful execution of customer requirements.
• Promote knowledge sharing and collaboration across the Global One Source organization.

Order and Customer Operations Administration

• Manage customer order activity and related operational processes to support fulfillment and customer service objectives.
• Review customer transactions and operational activity for accuracy, completeness, and compliance with established business requirements.
• Evaluate order-related issues and determine appropriate actions to support customer commitments and operational objectives.
• Maintain the integrity of customer, pricing, and operational data within company systems.
• Identify trends impacting order flow, workload distribution, and operational efficiency and recommend appropriate actions.

Minimum Qualifications

Education and Experience

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Finance, or related field, or an equivalent combination of education and experience.
• Minimum three (3) years of experience in customer operations, order management, supply chain, logistics, customer service, or a related business function.
• Experience working in a cross-functional business environment and supporting customer-facing operations.

Skills, Knowledge and Abilities

Professional Competencies

• Demonstrated ability to exercise independent judgment and discretion when evaluating customer and operational issues.
• Strong analytical and critical-thinking abilities.
• Ability to identify business risks and develop practical solutions.
• Strong decision-making and problem-solving capabilities.
• Ability to influence outcomes through collaboration across multiple functional areas.
• Strong business acumen and understanding of operational impacts on customer experience and organizational performance.
• Excellent verbal and written communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• High attention to detail, accuracy, and accountability.

Technical Competencies

• Advanced proficiency in Microsoft Office Suite, particularly Excel.
• Experience using ERP and business management systems.
• Ability to analyze data and develop actionable business recommendations.
• Experience utilizing reporting and performance metrics to support operational decisions.

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.
The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Information
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

For this position, the expected base pay range is $49,440 – $61,800 Annual. 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.

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.

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 aiapply.co. 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.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.