Location: USA - Iselin, Wood Ave Division: Group Job Posting Title: Senior Customer Service Specialist Time Type: Full Time The Senior Customer Service Specialist serves as a key point of contact for strategic customers, providing comprehensive account management and ensuring a high level of service across DSV's organization. This role is responsible for building and maintaining strong customer relationships, coordinating cross-functional support, monitoring service performance, and identifying opportunities to strengthen customer satisfaction, operational efficiency and business growth. Working closely with customers, Sales, Operations, and other internal stakeholders, the Senior Customer Service Specialist provides strategic and operational support to key accounts. The role combines customer relationship management with data analysis, performance management, rate and yield optimization, process improvement, and proactive issue resolution to ensure DSV consistently meets customer expectations and contractual commitments. The successful candidate will serve as a trusted partner to both the customer and internal teams, anticipating customer needs, identifying risks and opportunities, and driving solutions that improve service delivery, productivity, and overall account performance. Account Management 34; Act as primary contact for key accounts as defined by branch- and regional management 34; Build relationships across local levels of customer's organization 34; Work across DSV's network and divisions to maintain and grow share of wallet 34; Ensure rates are current, communicated to OPS, and submitted to USSC for auto rating purposes 34; Provide clients with market insights to best predict and maneuver market challenges 34; Create, maintain and update SOPs Strategic Focus 34; Support contract and rate negotiations from local US perspective 34; Support sales manager/account owner with account plans and action outlined satisfaction, threats and development opportunities 34; Determine necessity and feasibility of EDI and other tech solutions that will support eBooking 34; Analyze volume- and workflows to optimize productivity and uncover cost savings for client 34; Manage rate optimization and yield management Performance Review 34; Monitor, analyze and action customer performance according to committed volumes 34; Monitor, analyze and action DSV performance according to KPIs in Service Level Agreement 34; Ensure client reporting requirements are met 34; Support sales manager/account owner by providing select material slides for client business reviews on scheduled cadence and own any follow-up items Operational Execution 34; Oversee day-to-day operational activities, identify risks, pain points and service gaps 34; Lead any and all collaboration efforts across internal stakeholders involved with the client 34; Head up and respond to spot quote requests identify upselling opportunities 34; Ensure data quality KPIs are met including timeliness and billing days 34; Achieve and maintain acceptable AR rating For this position, the expected base pay range is $71,760 to $89,700. 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. Senior Customer Service Specialist Iselin