Location: USA - VIRTUAL - US Kentucky Division: Solutions Job Posting Title: Senior Manager, Customer Service - 118136 Time Type: Full Time Location: Cincinnati, OH / Northern, KY preferred, open to Columbus, OH and Salt Lake City, UT Travel: 15-25% The Senior Manager, Customer Service is responsible for ensuring a positive customer experience through building trust, driving timely issue-resolution, providing actionable insights to both internal and external stakeholders, and continuously evolving customer facing processes & polices. They serve as a key facilitator in the relationship between our internal operations teams and external customers, assisting in resolving operational roadblocks while maintaining exceptional levels of responsiveness and transparency. Reporting to the Director, Center of Excellence, this role is critical to the overall customer-operations relationship. Key Responsibilities & Leadership Requirements - Lead a team of customer service supervisors, as well as indirectly lead regionally distributed customer service representatives. - Claims Process Management - Onboard customers & suppliers into claims portal - Manage claims creation, intake, progression, and resolution - Support claims investigate processes - Partners with internal and external stakeholders to validate claims details and collect necessary information - General Inquiries & Customer Needs - Support the intake and dissemination (to proper owners) for various customer ticket-based inquiries, such as on-site visit coordination, order re-prioritization, shipping & tracking updates, disposals process support, etc. - Strategic Leadership: Develop and implement customer service policies, goals and standards that align with operational objectives. - Performance & Analytics: Monitor and drive performance improvement across key performance indicators (KPIs) including ticket resolution times, net promoter score achievement, root cause resolution of high frequency ticket categories, and create actionable insights for operations teams as well as other customer service personnel. - Escalation Management: Oversee the resolution of complex or highly escalated customer complaints, acting as the final point of escalation for high-level issues. - Effectively Collaborate Cross-Functionally: Partner with other departments to advocate for the customer and/or operations, providing feedback on products and services. - Financial Accountability: Maintain transparency and frequent communication with internal and external stakeholders regarding financial impacts of pending or resolved claims. Guide the customer through the claims process and prepare proper documentation for claims packet for final approvals. Network Deployment & Support - Assist with new site launches to ensure optimal readiness within the customer service scopes (training new Customer Service Representatives on the customer service functions) - Partner with Systems & Solutions and Launch Operations teams to ensure all systems are ready for deployment at new sites Required Qualifications - Education: Bachelor's degree in business administration, Communications or a related field is typically preferred - Experience: 5+ years of experience leading customer support teams, including managing managers and large, multi-shift or remote workforces - Communication Skills: Excellent verbal and written communication, with the ability to present data and customer narratives to executive leadership Preferred Qualifications - Experience working in a Center of Excellence or shared services model - Experience in the warehousing, distribution, or parallel supply chain/operations environment - CXOne Ticketing platform - SIMS Ticketing platform - RIVER Ticketing platform Critical Success Factors - Data driven customer insights - Streamlined processes & scalability - Results-driven with a focus on measurable operational impact For this position, the expected base pay range is $106,160.00 - $159,240.00 . 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 Manager, Customer Service Frankfort