Manager, Customer Service

DSV - Global Transport and Logistics

. Manage and build client relationships at the site level .

Posted 9/23/2026full-timeNorthlake • Texas • United StatesJuniorMid-Level💰 $86,688 - $108,360 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in logistics management, client relationship building, and operational performance oversight. Proficient in managing customer service teams, financial mathematics, and implementing process improvements to enhance service levels and meet KPI targets.

Highest-signal resume keywords

Logistics Service Provider ManagementCustomer Service LeadershipWarehouse Management Systems (WMS)Financial Mathematics SkillsSupply Chain Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Logistics ServicesOrder ManagementMovement SchedulingCustoms BrokerageCost OptimizationKPI MonitoringData EntryBudget PreparationProcess ImprovementConflict Resolution

Soft Skills

Excellent CommunicationTactful Client InteractionTeam LeadershipConflict ManagementEmployee Development

Tools & Technologies

MS Office ApplicationsWarehouse Management Systems (WMS)

Industry Keywords

LogisticsSupply ChainDistributionOperational PerformanceCustomer Service

About the role

Key responsibilities & impact

Manage and build client relationships at the site level
Maintain working knowledge of overall operational performance
Oversee inbound, picking, packing, VAL, and outbound processes and related client communications
Oversee the work and output of department Team Leaders
Serve as escalation point for client requests and complaints
Become a subject matter expert on company products, processes, and the logistics industry
Deploy and improve policies and procedures by managing supervisors and customer service representatives
Work with the Operations Manager and site leaders to meet service levels and KPI targets
Monitor spot quotes, booking capture, shipment monitoring, billing issue resolution, service metrics, reporting, and data entry
Handle high-priority escalation calls requiring coordination across teams
Conduct staff meetings and plan continuous improvement
Guide staff and assign Customer Service tasks
Foster career development, best practices, and employee morale
Report recurring issues to the General Manager
Monitor logistics-process changes and manage disruptions and stakeholder communications
Coordinate between the Customer Service team and other internal teams
Calculate production costs and provide input for invoice creation and annual budgets
Set up and maintain process flows and work instructions
Maintain internal and external communications regarding escalations, customer visits, complaints, quality, commercial topics, and status updates
Manage exceptional operational customer challenges and requests
Organize Operational Review Meetings and Business Review Meetings with key customers
Participate in contract discussions and negotiations
Supervise qualitative and quantitative execution and initiate corrective actions
Coordinate Customer Service department staffing
Conduct staff performance review meetings
Lead, develop, and coach a team of 10–15 employees
Work overtime as dictated by the business and perform other assigned duties

Requirements

What you’ll need

Must have a high school diploma or general education degree (GED)
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 industry-specific requirements
Ability to work in unregulated warehouse temperatures during warmer and colder months
Basic knowledge of WMS (Warehouse Management Systems)
Proficiency in MS Office applications
English reading, writing, and verbal skills
Intermediate to advanced accounting and financial mathematics skills related to managing a P&L and preparing site/operational budgets
Excellent communication skills and ability to deal with clients tactfully and efficiently
Ability to handle conflict and pressure, set priorities, and maintain a consistent positive customer service image
General understanding of supply chain management and logistics
Ability to lift, carry, push, and pull 21–50 pounds
Preferred: 4-year college degree; equivalent experience or combination of education and experience considered
Preferred: 5 years’ experience in a leadership role in logistics/distribution/supply chain environment
Multi-language knowledge preferred

Benefits

Comp & perks

DSV benefits offerings, including eligibility, coverage options, and plan details
Equal employment opportunity protections
Reasonable accommodation assistance for applicants with disabilities