Manager, Customer Service

Location:

USA - Lancaster, Lyndon B Johnson Fwy
Division:
Solutions
Job Posting

Title:

Manager, Customer Service - 102957
Time Type:
Full Time

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. Includes overseeing the work and output of any Team Leaders in the department and acting as the escalation point for client requests or complaints.

• Become familiar with clients, including key contacts, unique requirements, and operating processes.
• Deploy and improve existing policies and procedures by effectively managing and guiding supervisors and customer service representatives.
• Work 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
• Work with site leaders to ensure the operation meets all KPI targets.
• Handle high‑priority escalation calls, coordinating multiple teams and departments.
• Conduct staff meetings to review daily/weekly work activities and plan continuous improvement.
• Provide guidance to staff and assign tasks to Customer Service staff.
• Foster career development, best practices, and optimal morale in the organization.
• Relay consistent issues to the General Manager in a timely manner.
• Monitor changes in logistics processes and intervene during disruptions, communicating with clients and stakeholders.
• Coordinate between CS team and other internal teams.
• Calculate production costs and provide input for invoice creation.
• Provide input for annual budget to the General Manager.
• Set up and maintain process flows and working instructions for new customer implementations or revised agreements.
• Continuously improve processes and services provided by the company.
• Maintain internal and external communication regarding escalations, customer visits, specific customer needs, complaint handling, status updates, cycle counting, quality topics, and commercial topics.
• Manage exceptional operational customer challenges/requests (e.g., large volume changes).
• Organize Operational Review Meetings and Business Review Meetings with key customers.
• Participate in contract discussions/negotiations.
• Supervise execution from a qualitative and quantitative perspective, initiating corrective actions when needed.
• Coordinate staffing of the CS department.
• Conduct staff performance review meetings.

• Work overtime as dictated by business whether mandatory or voluntary.
• Perform other duties as assigned.

• Lead, develop, and coach a team of 10‑15 employees.

• High school diploma or GED required.
• 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 with a complete understanding of the full range of logistics services.
• Ability to work in unregulated temperatures within the warehouse during the warmer and colder months.

• Computer
  
  Skills:
  
  Basic knowledge of WMS (Warehouse Management Systems); proficiency in MS Office applications.
• Language
  
  Skills:
  
  English (reading, writing, verbal).
• Mathematical
  
  Skills:
  
  Intermediate to advanced level in accounting and financial mathematics related to managing a P&L and preparing site/operational budgets.
• Excellent communication skills; ability to deal with clients tactfully and efficiently.
• Strong writing and presentation abilities; persuasive but empathetic.
• Ability to handle conflict and pressure, set priorities, and maintain a consistent and positive customer service image under difficult conditions.
• General understanding of the Supply Chain Management and Logistics industry.

• 4‑Year college degree preferred, or equivalent experience and education.
• Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment.
• Multilingual knowledge preferred.

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. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at  DSV reserves the right to defer or close a vacancy at any time.