Manager, Customer Service - LBJ HWY

DSV - Global transport and logistics

DSV is a global provider of transport and logistics solutions. Our reach is global yet local to customers, with offices in more than 80 countries. Read more at

Location
USA - Lancaster, Lyndon B Johnson Fwy

Division
Solutions

Job Posting Title
Manager, Customer Service - LBJ HWY

Time Type
Full Time

Position Summary
Manages and builds the relationship with clients at the site level while maintaining 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. This includes overseeing the work and output of any Team Leaders in the department.

The Manager will be the escalation point to resolve any client requests or complaints if not handled by department representatives. The Manager is also expected to become a subject matter expert on the Company’s product offerings, processes, and the logistics industry in general.

Essential Duties And 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 meets targeted service levels, including 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 meets all KPI targets
• Responsible for the highest priority escalation calls, coordinating multiple teams and departments
• Conducts staff meetings to review daily/weekly work activities and assure continuous improvement
• Provides guidance to staff and assigns tasks to Customer Service staff
• Fosters career development, best practices, and morale
• Relays consistent issues to the General Manager in a timely manner
• Monitors changes in logistics processes and intervenes in disruptions, including communications with clients and stakeholders
• Coordinates between CS team and other internal teams
• Calculates production costs and provides input for invoice creation
• Provides input for annual budget to General Manager
• Sets up and maintains process flows and working instructions (e.g., new customer implementations or revised customer agreements)
• Continuously improves processes and services
• Maintains internal and external communications on escalations, client visits, customer needs, complaints, status updates, cycle counting, quality topics, and commercial topics
• Manages exceptional operational customer challenges/requests (e.g., large volume changes)
• Organizes Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution from qualitative and quantitative perspectives and initiates corrective actions as needed
• Coordinates staffing of the CS department
• Performs staff performance review meetings

Other Duties (Site Specific)
Work overtime as dictated by business (mandatory or voluntary). Performs other duties as assigned.

Supervisory Responsibilities
Leads, develops, and coaches a team of 10-15 employees

Minimum Required Qualifications
Education and/or Experience

• Must have a high school diploma or GED
• 2 years’ experience in a leadership role involving customer service or an equivalent combination of education and work experience
• Experience as a Logistics Service Provider Department Manager with understanding of order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and industry requirements
• Must be able to work in unregulated warehouse temperatures during warmer and colder months

Skills, Knowledge, And Abilities

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 mathematical applications related to managing a P&L…