Project Manager, Customer Service

DSV - Global Transport and Logistics

. Further develop the Customer & Operations Services function .

Posted 10/14/2026full-timeFrankfurt am Main • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Service process optimization and strategic project leadership, with a strong focus on enhancing customer experience and satisfaction across diverse regions. Proficient in data analysis and problem-solving to drive measurable improvements in service quality and operational efficiency.

Highest-signal resume keywords

Customer Service Process OptimizationProject ManagementData AnalysisCustomer Satisfaction ImprovementLogistics and Supply Chain Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process RedesignSLA ComplianceFirst Contact ResolutionAnalytical SkillsChange Management

Soft Skills

Problem-SolvingProactive MindsetFlexibilityCommitmentOwnership

Industry Keywords

Customer ExperienceNPSService QualityInternational CollaborationBusiness Administration

About the role

Key responsibilities & impact

Further develop the Customer & Operations Services function
Steer and guide Customer Service across regions and countries
Drive the development and optimization of Customer Service processes
Lead strategic projects and implement initiatives to enhance the customer experience
Continuously improve service quality and productivity
Drive measurable improvements in Customer Experience
Refine and implement the Customer Service Operating Model across regions and countries
Drive initiatives with country organizations to increase Customer Satisfaction and NPS
Improve service performance, including SLA compliance, response and resolution times, and First Contact Resolution
Harmonize Customer Service processes across countries while considering local requirements
Identify opportunities to increase service quality, efficiency, and productivity
Collaborate across regions and countries, with a primary focus on Europe and a global perspective

Requirements

What you’ll need

Bachelor’s degree or higher, preferably in Logistics, Supply Chain Management, Business Administration, or a related field, combined with several years of relevant Customer Service experience
Strong conceptual, analytical, and problem-solving skills
Practical experience analyzing, optimizing, and redesigning processes based on business requirements
Strong business and customer orientation
Solid understanding of logistics, road operations, Customer Service, and customer expectations
Strong data and analytical capabilities
Ability to use data to identify root causes, define improvement measures, and demonstrate measurable impact
Strong project and change management skills
Ability to lead complex initiatives in an international organization
High degree of flexibility, commitment, and ownership
Proactive and solution-oriented mindset
Willingness to travel occasionally within Europe and internationally
Fluent English

Benefits

Comp & perks

Capital-forming benefits
Company pension scheme
Employee discounts
DSV employee card with a monthly net credit
Company bike leasing
Anniversary payments
Supplementary health insurance (depending on the division)
Screen work glasses
Group accident insurance
Extensive onboarding with an individual training plan
A great, dedicated, and motivated team
Flat organizational structures
Open working atmosphere
Diverse range of tasks with significant decision-making freedom at a global player
Modern workplace, including a transparent flexitime policy
Option to work remotely
Regular training and development programs
E-learning offerings
Talents@DSV initiatives
Tailored development programs may be available