Customer Service Manager

About the role

DSV - Global transport and logistics was founded in 1976 by ten independent hauliers in Denmark. Since then, DSV has grown into the world's third-largest provider of global solutions in transport and logistics. Today, DSV adds value to customers' entire supply chains by transporting, storing, packaging, re-packaging, processing, and clearing all types of goods. We operate in over 80 countries to ensure a steady supply of goods to production lines, outlets, stores, and consumers worldwide.

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 meets targeted service levels such as Spot Quotes, Booking Capture, Shipment Monitoring, Billing Issue Resolution, Service Metric Monitoring, Reporting, Data Entry, etc.
• Ensures the operation meets all Key Performance Indicators (KPI) targets
• Handles 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
• Assigns tasks to Customer Service staff and provides guidance
• Fosters career development, best practices, and optimal morale in the organization
• Relays consistent issues to the General Manager in a timely and efficient manner
• Maintains internal and external communication regarding escalations, customer visits, specific customer needs, complaint handling, registration, status updates, cycle counting, quality topics, and commercial topics
• Manages exceptional operational customer challenges/requests, such as large volume changes
• Organizes Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspectives and initiates corrective actions when needed
• Coordinates staffing of Customer Service department
• Performs staff performance review meetings

Qualifications

• High school diploma or GED
• 2 years’ experience in a leadership role involving customer service or 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, monitor and control services, cost optimization, and various industry-specific requirements
• Ability to work in unregulated temperatures within the warehouse during the warmer and colder months

Skills, Knowledge, and Abilities

• Basic knowledge of WMS (Warehouse Management Systems)
• Proficiency in MS Office applications
• English (reading, writing, verbal)
• Intermediate to advanced level in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets
• Excellent communications skills and ability 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 consistent and positive customer service image under difficult conditions
• General understanding of the 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, Demonstrating Positive Attitude, and Finding Work Improvements

Pay

The expected base pay range for this position 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.

Schedule

Full Time