Customer Service Manager

DSV - Global Transport and Logistics is a leading provider of global solutions within transport and logistics. The Customer Service Manager will manage client relationships at the site level, oversee operational processes, and ensure service levels are met while leading a team of customer service representatives.

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

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, 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