Strategic Customer Service Manager - Logistics

RiseMe; Lancaster (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

DSV – Global Transport and Logistics is seeking a Manager, Customer Service to lead a team at the Lancaster site in the USA. You will oversee inbound, picking, packing, VAL and outbound processes, ensure client SOP compliance, and act as escalation point for complex issues.

The role requires leadership experience in logistics, familiarity with WMS and MS Office, and strong communication with clients and internal teams.

Qualifications

• High School diploma or GED required.
• 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 such as Spot Quotes, Booking Capture, Shipment Monitoring, Billing Issue Resolution, Service Metric Monitoring, Reporting, Data Entry.
• Works with site leaders to ensure the operation is meeting all KPI targets.
• Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments.
• Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement.

Skills

WMS

English fluency

Leadership

Education

High School diploma or GED

Tools

MS Office

Job description

DSV – Global Transport and Logistics is seeking a Manager, Customer Service to lead a team at the Lancaster site in the USA. You will oversee inbound, picking, packing, VAL and outbound processes, ensure client SOP compliance, and act as escalation point for complex issues.

The role requires leadership experience in logistics, familiarity with WMS and MS Office, and strong communication with clients and internal teams.