Customer Service Specialist, Operations Analyst

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society.

Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services.

As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy.

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Location:

USA - Mesa, W. Southern Ave

Division:

Solutions
Job Posting

Title:

Customer Service Specialist, Operations Analyst
Time Type:
Full Time

The Customer Service Operations Analyst is responsible for administering customer operational activities and business processes for assigned customers and programs within the Global One Source organization. This role serves as a key business partner between customers and internal stakeholders to ensure operational performance, customer commitments, and service expectations are achieved.

The Analyst evaluates customer requirements, operational performance, fulfillment challenges, and business risks to identify issues, determine appropriate corrective actions, and develop recommendations that improve customer outcomes and operational efficiency. The position exercises discretion and independent judgment in resolving customer issues, managing operational exceptions, evaluating performance trends, and implementing process improvements.

This role requires strong analytical capabilities, business acumen, and the ability to influence cross-functional teams to support customer satisfaction, operational excellence, and organizational growth.

• Manage operational activities for assigned customers, programs, and business processes.
• Monitor customer operational performance to ensure service commitments, customer requirements, and business expectations are achieved.
• Evaluate customer demand patterns, order activity, fulfillment performance, and operational trends to identify potential risks and opportunities.
• Prioritize operational activities and recommend actions when competing customer demands or business constraints arise.
• Serve as a primary point of contact for operational matters impacting assigned customers and programs.
• Develop a comprehensive understanding of customer business requirements and operational objectives.

• Evaluate operational exceptions, fulfillment challenges, customer concerns, and service disruptions to determine root causes and recommend corrective actions.
• Investigate issues involving inventory availability, pricing discrepancies, order fulfillment performance, customer commitments, and supply chain constraints.
• Develop recommendations that balance customer requirements with organizational objectives.
• Exercise independent judgment when determining appropriate solutions and escalation pathways.
• Partner with leadership and cross-functional stakeholders to address significant customer or operational issues.
• Identify operational risks and communicate recommended mitigation strategies to management.

• Analyze operational performance metrics, customer trends, workload distribution, backlog performance, and service-level attainment.
• Develop insights and recommendations that support operational decision-making and continuous improvement efforts.
• Monitor key performance indicators and identify areas requiring corrective action.
• Conduct root cause analysis on recurring service, operational, or customer issues.
• Prepare operational summaries, performance analyses, and recommendations for leadership review.
• Evaluate customer and operational data to identify trends impacting performance, profitability, and customer experience.

• Evaluate existing workflows and operational processes to identify inefficiencies and opportunities for improvement.
• Recommend and implement process enhancements designed to improve operational effectiveness, scalability, accuracy, and customer satisfaction.
• Lead initiatives that reduce recurring issues, improve workflow consistency, and support sustainable growth.
• Develop and maintain standard operating procedures, process documentation, and operational best practices.
• Assess the effectiveness of implemented solutions and recommend additional improvements where appropriate.
• Support business initiatives related to customer retention, operational performance, and strategic growth objectives.

• Collaborate with Customer Service leadership, Purchasing, Sourcing, Operations, Logistics, and Finance teams to achieve customer and business objectives.
• Provide operational expertise and recommendations…