Logistics Customer Service Manager - Lead & Escalation

DSV - Global Transport and Logistics; Northlake (TX); On-site; USD 87,000 - 108,000; Full time

Job summary

DSV – Global Transport and Logistics in Northlake, TX is seeking a Manager, Customer Service to lead site-level client relationships and oversee inbound, packing, and outbound processes while aligning with the client SOP.

You will guide a team of 10–15 staff, drive continuous improvement, coordinate with internal teams, and serve as the escalation point for critical client requests and contract talks.

Qualifications

• Must have a high school diploma or GED.
• 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 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 and KPI targets.
• Relays consistent issues to the General Manager in a timely and efficient matter.
• Coordination between CS team and other internal teams.
• Participates in contract discussions/negotiations.

Skills

Customer service

Leadership

Communication

Education

High school diploma or GED

Bachelor's degree preferred

Tools

MS Office

Job description

DSV – Global Transport and Logistics in Northlake, TX is seeking a Manager, Customer Service to lead site-level client relationships and oversee inbound, packing, and outbound processes while aligning with the client SOP.

You will guide a team of 10–15 staff, drive continuous improvement, coordinate with internal teams, and serve as the escalation point for critical client requests and contract talks.