Supervisor, Customer Service 7.0
DSV
If you are a current DSV employee and interested in a position in another country,please contact your Human Resource representative to discuss the process and requirements of applying.
Job area: Managerial
DSV – Global Transport and Logistics
At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society.
Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services.
As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy.
Visit dsv.com and follow us on LinkedIn and Facebook.
Location: USA - Lancaster, Lyndon B Johnson Fwy
- Division: Solutions
- Job Posting Title: Supervisor, Customer Service 7.0
- Time Type: Full Time
POSITION SUMMARY
The Customer Service Supervisor is responsible for the day-to-day activities of the customer service department. The supervisor is responsible for training CSRs of the daily operations for the customer service group. The Customer Service supervisor must have a solid understanding of manufacturing, planning, and transportation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develops and maintains positive customer relationships
- Communicates effectively with customers, vendors and team members
- Provides overall responsibility for ensuring accurate data capture and system entry
- Proactively utilizes data and problem solving skills to resolve internal team, customer service and vendor issues
- Continually looks for internal and customer process improvement processes
- Develops and promotes a team environment
- Responsible for all aspects of personnel management including associate performance feedback, training, management, mentoring and progression development
- Assists with implementation and testing of new account start ups
- Provides support to teams located at customer sites
- Supports presentations for new customer sales, implementations and customer visits
- Presents data and findings in front of the Customer
- Reviews, updates and maintains standard operating procedures (SOP’s)
- Meets or exceeds all team KPI’s for Customer Service
- Conducts project work as required
OTHER DUTIES (Site Specific)
- May be required to work hours outside of set schedule dictated by business needs
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- Ensures direct reports deliver projects within scope and on time and meet customer expectations
- Manages team vacations schedules and workload of team to assist in project prioritization
- Development of direct reports
- Responsible for employment decisions regarding staff and performance management
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
- Must have a high school diploma or general education degree (GED).
- Minimum of 2 years in transportation/supply chain management in a 3PL environment.
- Minimum of 2 years of successful management experience in a logistics, customer service or related field required.
- Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate
SKILLS, KNOWLEDGE, AND ABILITIES
Computer Skills
- Basic knowledge of WMS (Warehouse Management Systems)
- Proficiency in MS Office applications (to include Excel, Word & Outlook)
Language Skills
English (reading, writing, verbal)
Mathematical Skills
Analytical and a solid mathematics foundation is a must.
Other
- Excellent communications skills and able to deal with clients tactfully and efficiently.
- Cross-Functional Collaboration – Ability to work effectively with warehouse, transportation, and sales teams to align customer service efforts with operational goals.
- 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 including regulatory compliance.
PREFERRED QUALIFICATIONS
- 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
CORE COMPETENCIES
Leader of Others
☒ Accountability
☒ Business Acumen
☒ Communication / Building Partnership
☒ Developing Oneself
☒ Developing Others
☒ Drive for Results
☒ Embracing Change
☒ Problem Solving
☒ Empowerment
☒ Leadership Excellence
☒ Leading Change
☒ Problem Solving
Independent Contributor
☐ Accountability
☐ Communication / Building Partnership
☐ Customer Orientation
☐ Developing Oneself
☐ Drive for Results
☐ Embracing Change
☐ Problem Solving
☐ Professional Competencies
PHYSICAL DEMANDS
Occasionally
Handling/Fingering, Sitting
Frequently
Bending
Constantly
Walking and Standing
Ability to Lift/Carry and Push/Pull
- 21-50 pounds
- Reach above shoulder, reach outward, squat, or kneel.
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.
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
For this position, the expected base pay ra