Global Logistics Customer Service Manager

DSV Air & Sea Inc.; Lancaster (TX); On-site; USD 100,000 - 110,000; Full time

Job summary

DSV Air & Sea Inc. is seeking a Manager, Customer Service to lead client relationships at the site level in USA (Lancaster). You will oversee inbound, picking, packing, VAL and outbound processes, ensuring adherence to client SOPs and coordinating with internal stakeholders.

You will guide a team of supervisors and staff, escalate critical issues, and drive continuous process improvements while maintaining strong communication with clients and General Manager.

Qualifications

• 2 years' experience in a leadership role involving customer service or equivalent
• Experience as a Logistics Service Provider Department Manager and complete understanding of the full range of Logistics services, including order management, movement scheduling, customs brokerage, monitor and control services, cost optimization, and various industry specific requirements.

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 is meeting targeted service levels
• Works with site leaders to ensure the operation is meeting all KPI targets
• Responsible for the highest priority escalation calls and coordination across teams
• Conducts staff meetings to review daily/weekly work activities
• Provides guidance to staff and assigns tasks to Customer Service staff
• Fosters career development, best practices and morale in the organization
• Relays issues to the General Manager in a timely manner
• Coordinate between CS team and other internal teams
• Perform staff performance reviews
• Organizes Operational Review Meetings and Business Review Meetings with key customers
• Participates in contract discussions/negotiations
• Supervises execution and initiates corrective actions
• Manages staffing of CS department
• Setup and maintenance of process flows and working instructions
• Maintains internal and external communication regarding escalations and status updates

Skills

Leadership experience

Customer service leadership

Logistics knowledge

MS Office

WMS

Education

High School diploma or GED

Tools

MS Office

WMS

Job description

DSV Air & Sea Inc. is seeking a Manager, Customer Service to lead client relationships at the site level in USA (Lancaster). You will oversee inbound, picking, packing, VAL and outbound processes, ensuring adherence to client SOPs and coordinating with internal stakeholders.

You will guide a team of supervisors and staff, escalate critical issues, and drive continuous process improvements while maintaining strong communication with clients and General Manager.