Senior Customer Service Specialist

Senior Customer Service Specialist

Location:

Iselin, New Jersey

The Senior Customer Service Specialist serves as a key point of contact for strategic customers, providing comprehensive account management and ensuring a high level of service across DSV's organization. This role is responsible for building and maintaining strong customer relationships, coordinating cross-functional support, monitoring service performance, and identifying opportunities to strengthen customer satisfaction, operational efficiency and business growth. Working closely with customers, Sales, Operations, and other internal stakeholders, the Senior Customer Service Specialist provides strategic and operational support to key accounts.

The role combines customer relationship management with data analysis, performance management, rate and yield optimization, process improvement, and proactive issue resolution to ensure DSV consistently meets customer expectations and contractual commitments. The successful candidate will serve as a trusted partner to both the customer and internal teams, anticipating customer needs, identifying risks and opportunities, and driving solutions that improve service delivery, productivity, and overall account performance.

Account Management

• Act as primary contact for key accounts as defined by branch- and regional management
• Build relationships across local levels of customer's organization
• Work across DSV's network and divisions to maintain and grow share of wallet
• Ensure rates are current, communicated to OPS, and submitted to USSC for auto rating purposes
• Provide clients with market insights to best predict and maneuver market challenges
• Create, maintain and update SOPs

Strategic Focus

• Support contract and rate negotiations from local US perspective
• Support sales manager/account owner with account plans and action outlined satisfaction, threats and development opportunities
• Determine necessity and feasibility of EDI and other tech solutions that will support eBooking
• Analyze volume- and workflows to optimize productivity and uncover cost savings for client
• Manage rate optimization and yield management

Performance Review

• Monitor, analyze and action customer performance according to committed volumes
• Monitor, analyze and action DSV performance according to KPIs in Service Level Agreement
• Ensure client reporting requirements are met
• Support sales manager/account owner by providing select material slides for client business reviews on scheduled cadence and own any follow-up items

Operational Execution

• Oversee day-to-day operational activities, identify risks, pain points and service gaps
• Lead any and all collaboration efforts across internal stakeholders involved with the client
• Head up and respond to spot quote requests identify upselling opportunities
• Ensure data quality KPIs are met including timeliness and billing days
• Achieve and maintain acceptable AR rating

The expected base pay range is $71,760 to $89,700. 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.

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.