Supervisor, Customer Excellence (Fixed Term Contract)

DSV - Global Transport and Logistics; Brampton; On-site; CAD 59,000 - 72,000; Full time

Job summary

DSV – Global Transport and Logistics in Brampton is seeking a Customer Excellence Supervisor (Fixed Term Contract). The role focuses on supervising accounts, driving growth and profitability, and delivering high accuracy, productivity, and customer satisfaction across the team.

The position involves overseeing operational services, providing escalation support, and ensuring adherence to company guidelines. It requires 2+ years in customer service and freight forwarding, and a related degree is

Qualifications

• Customer service experience for 2+ years.
• Supervisory experience is an asset.
• Freight forwarding experience for 2+ years.
• College diploma or university degree in business, logistics, or international trade preferred.
• CIFFA certification is an asset.

Responsibilities

• Supervise and develop assigned accounts to drive growth and profitability.
• Ensure services and admin duties align with schedules and guidelines.
• Lead staff, set roles, and conduct performance evaluations.
• Monitor monthly KPIs and conduct Quarterly Business Reviews with customers.
• Coordinate with internal and external brokers to obtain customs releases and ensure smooth shipment tracking.

Skills

Customer service

Supervisory experience

Freight forwarding

CIFFA

Education

Business/Logistics degree

Tools

TMS

MS Office

Job description

DSV – Global Transport and Logistics

DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to Human Resources should you require accommodation during the recruitment process.

Location: CAN - Brampton, Intermodal Drive

Job Posting Title: Supervisor, Customer Excellence (Fixed Term Contract)

Time Type: Full Time

Compensation: Salary starting at $65,000, in accordance with experience and internal equity

This posting is for an existing vacancy and not intended to create a talent pipeline

This is a 12 month Fixed term contract with a possibility of extension and/or becoming a permanent opportunity.

Summary

The Customer Excellence Supervisor is responsible for supervising and developing the assigned Accounts, as well as meeting the objectives of growth and profitability across accounts within the organization. The Supervisor will lead and support the staff within the team to ensure high accuracy of data entry, high productivity, operational excellence, and customer satisfaction.

Key Duties And Responsibilities

• Ensuring that all operational services are completed in line with agreed schedules and all administration duties are completed in line with Company guidelines/targets by each team member
• Provides guidance and acts as an escalation point where necessary to related tasks that are critical to a key customer or the success of the operating unit.
• Understands all overall department operations and deploys workload assignments in an efficient productive manner.
• Has formal supervisory and personnel development responsibilities for any direct reports – including setting roles and expectations, formally delivering performance evaluations and establishing training.
• Ability to think outside of the box and offer effective solutions.
• Act as a resource for issue resolution and training
• Effectively analyze performance problems to resolve systemic issues
• Proactively identify potential issues and work to resolve them as quickly as possible.
• Proactively seeks to remove potential obstacles to success
• Consistently and effectively handles personnel development responsibilities for any direct reports
• Direct external customer management including monitoring of monthly KPI’s, along with completion of Quarterly Business Reviews
• Continuously monitors the performance and activities using KPI’s with a focus on service and controlling costs
• Motivate and guide team to achieve targets and to work to their full potential while training and coaching staff on new system procedures/processes to ensure effective implementation in line with company guidelines
• Develop and maintain effective working relationships and processes within the department to improve knowledge and relationships and growth.
• Develop and analyze methods and systems (TMS) to establish and improve service levels
• Monitor the process of the shipment using track and tracing tools.
• Work with internal & external brokerage departments/firms to obtain Customs release, and if required, other government agencies
• Educate and utilize all TMS offerings to streamline and optimize your teams workflow; including but not limited to mode execution, customer portal, EDI/API connectivity
• Adhere to all domestic and international shipping regulations
• Advise department Manager of any transaction problems or irregularities
• Adherent to all company policies, procedures, and guidelines, such as the Code of Conduct, assigned work schedules, and attendance requirements
• Perform other duties as assigned

Quality, Health & Safety

• Supports organizational commitment to ISO 9001
• Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment and follow all requirements as set out in the DSV Quality Health Safety Environment policy.
• Staff are required to ensure that their day-to-day activities embrace sustainability, Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.

Qualifications

Knowledge and Skills

• Customer Service experience – 2 years
• Previous Supervisory experience, an asset
• Freight forwarding experience – 2 years
• College Diploma / University Degree in Business, Logistics, or International Trade preferable
• CIFFA, an asset

Skills and Competencies

• Good command, both verbal and written, English skills.
• Strong Leadership Skills with the Ability to create collaborative engagements and active listening
• Service oriented and able to resolve customer grievances
• Strong interpersonal skills, building professional relationships internally and externally
• Strong problem-solving skills and analytical skills
• Ability to multi-task, plan, prioritize and manage time effectively to meet goals and achieve results
• Both a team builder and a team-player
• Excellent organizational and time management skills
• Act as a role model for company values and adhere to the Code of Conduct

Language and Computer Skills

• English is the principal language for this position; additional languages may be required in other locations.
• Ability to communicate effectively in a diverse multicultural environment.
• MS Office, with a focus on Outlook, Excel, Planner, PowerPoint, and Word
• TMS experience

Physical Demands

• Prolonged periods sitting and standing at a desk and working on a computer
• Regular working hours apply for this position, at times, working beyond these hours may be required by business needs.

Additional Notes / Acknowledgment

Due to the dynamic nature of our industry, your accountabilities and role may change. Duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

DSV does not use AI to screen candidates during the recruitment process