Manager, Customer Service

About the role

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.

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 is meeting targeted service levels
• Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments
• Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement
• Provides guidance to staff and assigns task to Customer Service staff
• Fosters career development, best practices, and optimal morale in the organization
• Relays consistent issues to the General Manager in a timely and efficient matter
• Monitoring of changes in the logistics processes and interfering in case of disruptions, including communication with clients and other stakeholders in case of disruptions and changes
• Coordination between CS team and other internal teams
• Calculation of production costs and providing input for invoice creation
• Provides input for annual budget to General Manager
• Setup and maintenance of process flows and working instructions
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard but not limited to escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics
• Managing exceptional operational customer challenges/requests
• Organizing Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed
• Coordinates staffing of CS department
• Performing of staff performance review meetings

Requirements

• Must have a high school diploma or general education degree (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
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months
• Basic knowledge of WMS (Warehouse Management Systems)
• Proficiency in MS Office applications
• English (reading, writing, verbal)
• Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets

Skills, Knowledge, and Abilities

• Excellent communications skills and able to deal with clients tactfully and efficiently
• Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities
• 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
• Demonstrated competency in the following areas: Customer Service, Dealing with Complexity, Maintaining Composure, Being Resourceful, Providing Direction and Leadership, Builds Bench strength, Motivating Others, Demonstrates Global Perspective, Demonstrating Positive Attitude, Finding Work Improvements

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

Pay

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, in accordance with applicable laws and company policy.

Benefits

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.