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

• 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

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

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.

DSV – Global transport and logistics
DSV is one of the very best performing companies in the transport and logistics industry. 56,000 employees in more than 80 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career. Read more at www.dsv.com