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DSV - Global Transport and Logistics · 15 hours ago

Manager, Customer Service

Lancaster, TX

Full-time

Onsite

Mid, Senior Level

2+ years exp

DSV - Global Transport and Logistics is one of the world's largest suppliers of global solutions within transport and logistics. The Manager, Customer Service will manage client relationships at the site level, oversee customer service operations, and ensure optimal performance in logistics processes while leading a team of customer service representatives.

Freight ServiceInsuranceLogisticsSupply Chain ManagementTransportationWarehousing

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 such as but not limited to

Spot Quotes

Booking Capture

Shipment Monitoring

Billing Issue Resolution

Service Metric Monitoring

Reporting

Data Entry

Works with site leaders to ensure the operation is meeting all KPI targets

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, for example because of new customer implementations or revised customer agreements

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 (for example large volume changes)

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

Work overtime as dictated by business whether mandatory or voluntary

Performs other duties as assigned

Qualification

Logistics services knowledgeCustomer service managementLeadership experienceWMS knowledgeMS Office proficiencyBudget managementTeam developmentEnglish proficiencyCommunication skillsProblem solvingConflict management

Required

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, including order management, movement scheduling, customs brokerage, monitor 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 can range from mild to moderate

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

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- persuasive but empathetic

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 is also required: 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