Manager, Customer Service – Warehouse

DSV - Global Transport and Logistics

. Manage and build client relationships at the site level while maintaining working knowledge of overall operational performance .

Posted 11/7/2026full-timeFort Worth • Texas • United StatesJuniorMid-Level💰 $100,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer service teams and logistics operations, with a focus on continuous improvement, client relationship management, and effective communication. Proficient in financial management and operational budgeting within the logistics and supply chain industry.

Highest-signal resume keywords

Leadership In Customer ServiceLogistics Service Provider ManagementWarehouse Management Systems (WMS)Financial Mathematical ApplicationsSupply Chain Management Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Logistics ServicesOrder ManagementMovement SchedulingCustoms BrokerageCost OptimizationP&L ManagementBudget PreparationData EntryKPI MonitoringProcess Improvement

Soft Skills

Excellent Communication SkillsConflict ResolutionEmpathyTeam MotivationComposure Under Pressure

Tools & Technologies

MS Office ApplicationsWarehouse Management Systems (WMS)

Industry Keywords

LogisticsSupply Chain ManagementCustomer ServiceOperational PerformanceContinuous Improvement

About the role

Key responsibilities & impact

Manage and build client relationships at the site level while maintaining working knowledge of overall operational performance
Oversee preparation, administrative follow-up, and execution of inbound, picking, packing, VAL, and outbound processes in accordance with client SOPs
Oversee the work and output of department Team Leaders
Serve as escalation point for client requests and complaints
Deploy and improve policies and procedures by managing and guiding supervisors and customer service representatives
Work with the Operations Manager to meet targeted service levels for spot quotes, booking capture, shipment monitoring, billing issue resolution, service metric monitoring, reporting, and data entry
Work with site leaders to meet KPI targets
Handle highest-priority escalation calls requiring coordination across teams and departments
Conduct staff meetings, review work activities, and support continuous improvement
Provide guidance and assign tasks to Customer Service staff
Foster career development, best practices, and employee morale
Relay recurring issues to the General Manager
Monitor logistics process changes and manage communications during disruptions
Coordinate between the Customer Service team and internal teams
Calculate production costs and provide input for invoice creation
Provide input for the annual budget
Set up and maintain process flows and work instructions
Continuously improve company processes and services
Manage communications involving escalations, customer visits, customer needs, complaints, status updates, cycle counting, quality, and commercial topics
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 execution from qualitative and quantitative perspectives and initiate corrective actions
Coordinate staffing of the Customer Service department
Conduct staff performance review meetings
Lead, develop, and coach a team of 10–15 employees
Perform other duties as required

Requirements

What you’ll need

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
Basic knowledge of WMS (Warehouse Management Systems)
Proficiency in MS Office applications
English language fluency
Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets
Excellent communications skills and able to deal with clients tactfully and efficiently
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
Demonstrated competency in customer service, dealing with complexity, maintaining composure, being resourceful, providing direction and leadership, building bench strength, motivating others, demonstrating global perspective, demonstrating positive attitude, and finding work improvements
4-Year College Degree preferred; equivalent experience or combination of education and experience considered
Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment
Multi-language knowledge preferred