Location: USA - Iselin, Wood Ave
Division: Air & Sea
Job Posting Title: Manager, Customer Excellence & Innovation
Time Type: Full Time
SummaryThe Manager, Customer Excellence & Innovation is responsible for managing a team of Client-facing, project-based resource responsible for integration, solution engineering and/or implementation of new business as well as improvement and innovation projects for existing business. Engineers DSV capabilities into a solution to meet complex clients' requirements and achieve consistent and high-quality service delivery. Provides EDI implementation leadership and regularly coordinates with Operations, Sales, Account management and IT.
Duties and Responsibilities- Supports sales to grow revenue and optimize margin by acting as an operational and TMS subject matter expert in the solution design process and in client meetings as part of the pre-sale process
- Provides RFI risk and ROI assessments as part of the pre-sale process when a Client's requirements are complex
- Engineers client solutions, aligning client requirements to DSV's services portfolio
- Serves as a Purchase Order Management expert and determining the optimal solution to meet a Client's need
- Manages all Client EDI integration projects
- Performs integration UAT testing, coordinating with global and regional IT and the Client
- Manages the implementation of Client integration projects coordinating with Sales, IT and Operations across regions
- Develops SOPs, communicates, and trains key stakeholders
- Participates in Client Business Reviews to support continuous improvement
- Drives growth through innovation projects, showing differentiation and building "stickiness" with Clients
- Maintains direct customer contact throughout the lifecycle of a project.
- Responsible for ensuring team is defining all client requirements, meeting all timelines, properly communicating, and escalating any delays, issues, concerns the client and/or other teams have with their projects
- Responsible for ensuring team is properly trained with all portions of the job, represent DSV to clients and other teams with a positive attitude putting the client first
- Responsible to ensure team projects are properly distributed to ensure each team member's success and each team member is actively managing their projects and time
- Work together with Business Analysts, Project Managers, Global IT, and Partners to continuously improve the processes involved with Customer Connectivity.
Educational background / Work experience- Bachelor's Degree required or equivalent combination of education and work experience.
- 7 years industry experience
- 5 years management experience
- 2 years experience with managing and compiling budgets
- 2 years client relationship management
- Certificates, Licenses, Registrations or Professional Designations: None Required
Skills & Competencies- Proven track record in building high performing workforce (experienced in recruitment/selection; training/development; coaching; conflict management; performance management)
- Ability to lead and develop high performing teams
- Ability of effective people management through KPI setting and measurement
- Demonstrated ability to manage/prioritize multiple projects and tasks concurrently.
- Knowledge of and experience following industry standard best practices in change management, process mapping and business analysis.
- Experience with executive and cross-functional presentations and communication.
- Strong analytical, technical, and problem-solving skills.
- Experience and proven ability to perform process mapping of current and future state.
- Displays flexibility and creativity in problem solving and meeting work assignments while ensuring compliance with DSV policies and procedures.
- Exhibits excellent oral and written communication skills.
- Excellent time management skills, ability to handle multiple concurrent projects, and prioritize multiple requests.
- Self-starter, assertive, independent and can work without close supervision on multiple concurrent projects.
- A deep understanding of the process of identifying and clarifying business requirements is desired, as well as innate talents around investigating and organizing business requirements.
- Ability to influence and collaborate with key business and technology partners.
- Must be a team player with outstanding interpersonal skills and possess an ability to communicate both verbally and in writing at various levels of the organization and across various groups.
- Supports organizational commitment to ISO 9001, ISO 45001 certification - Montreal location
Language skills- Fluency in English (written and verbal).
- Proficiency in one or more additional languages is preferred.
At Will EmploymentDSV Air & Sea Inc. employees are hired for an undefined period of time as "at will" employees. This means that an employee may be terminated for any reason, or no reason at all, at any time, provided the discharge does not violate any law*. Additionally, each employee has the right to terminate his/her employment at any time. *Except if employed in Montana, where termination requires just cause.
For this position, the expected base pay is: $146,000 - $183,000 / Annual. Actual base compensation will be determined based on various factors including job-related knowledge, skills, experience, geographic location and other objective business considerations.
DSV provides a comprehensive package of health benefits including: medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long-term disability coverage, and wellness resources to support your overall well-being. In addition, our 401(k) plan offers company-matching contributions up to 5% to help you build a secure financial future. To support a healthy work-life balance, DSV also offers generous paid time off, paid holidays, and additional floating holidays.
DSV does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our website, employees, or Human Resources. DSV will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of DSV and will be processed accordingly without fees.
Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan
details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.
