Manager, Customer Service 7.0

Location: USA - Lancaster, Lyndon B Johnson Fwy Division: Solutions Job Posting Title: Manager, Customer Service 7.0 - 128808 Time Type: Full Time SUMMARY Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow-up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client's SOP. This includes overseeing the work and output of any Team Leaders in the department. The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject matter expert, both on Company's specific product offerings and processes, as well as on the industry in general. ESSENTIAL DUTIES AND 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 but not limited to
• • 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.
• Provides guidance to staff and assigns task to Customer Service staff.
• Fosters career development, best practices and optimal morale in the organization.
• Relays consistent issues to the General Manager in a timely and efficient matter.
• Monitoring of changes in the logistics processes and interfering in case of disruptions, including communication with clients and other stakeholders in case of disruptions and changes.
• Coordination between CS team and other internal teams.
• Calculation of production costs and providing input for invoice creation.
• Provides input for annual budget to General Manager.
• Setup and maintenance of process flows and working instructions, for example as a result of new customer implementations or revised customer agreements.
• Continuous improvement of processes and services provided by the Company
• Maintaining internal and external communication with regard but not limited to: escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics.
• Managing exceptional operational customer challenges/requests (for example large volume changes)
• Organizing Operational Review Meetings and Business Review Meetings with key customers.
• Participates in contract discussions/negotiations.
• Supervises execution from qualitative and quantative perspective and initiates corrective actions when needed.
• Coordinates staffing of CS department
• Performing of staff performance review meetings

OTHER DUTIES

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES (IF ANY)

• Leads, develops, and coaches team of 10-15 employees

MINIMUM REQUIRED QUALIFICATIONS Education and/or Experience

• High School diploma or GED required
• 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.

SKILLS, KNOWLEDGE AND ABILITIES Computer Skills

• Basic knowledge of WMS (Warehouse Management Systems)
• Proficiency in MS Office applications

Language Skills

• English language fluency

Mathematical Skills

• Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets

Other Skills

• Excellent communications skills and able to deal with clients tactfully and efficiently.
• Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic.
• Must be able to handle conflict and pressure, set priorities and abide to them, and maintain consistent and positive customer service image under difficult conditions.
• General understanding of the Supply Chain Management and Logistics industry
• Demonstrated competency in the following areas is also required:

• Customer Service (Does what it takes to meet or exceed (internal or external) customer expectations. Responds appropriately to customer needs or requests.)
• Dealing with Complexity (Knows how to deal with complex situations or information. Examines facts and trends to find the best way to handle things.)
• Maintaining Composure (Stays calm and composed in a stressful situation. Is able to keep a positive manner both in words and in actions.)
• Being Resourceful (Is willing and able to quickly handle problems or issues as they arise. Works to get the help or resources needed.)
• Providing Direction and Leadership (Provides guidance, direction and structure in one on one or group settings.)
• Builds Bench strength (Determines capability of staff and puts plans in place to build the skills, abilities, and experience necessary for the organization to succeed.)
• Motivating Others (Is able to inspire or convince others to want to do their job or work toward common goals or objectives.)
• Demonstrates Global Perspective (Understands key global trends and the organization's position within the global environment, works effectively with global partners)
• Demonstrating Positive Attitude (Consistently exhibits an optimistic and cheerful manner, regardless of obstacles or challenges. Behaves in a positive way with others in the workplace.)
• Finding Work Improvements (Seeks to find and suggest new ideas to make the work place better. Looks for ways to improve work procedures or services.)

PREFERRED QUALIFICATIONS Computer Skills

• 4-Year College Degree preferred, will consider equivalent experience or combination of education and experience
• Prefer 5 years' experience in a leadership role in logistics/distribution/supply chain environment
• Multi-language knowledge preferred

PHYSICAL DEMANDS While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. Must be able to travel by plane and automobile. WORK ENVIRONMENT While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For this position, the expected base pay range is $100,000.00 - $110,000.00 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy. 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.