Apply on Employer Site

DSV - Global Transport and Logistics · 12 hours ago

Customer Service Manager

Fort Wayne, IN

Full-time

Onsite

Mid, Senior Level

3+ years exp

DSV - Global Transport and Logistics is the world's 3rd largest supplier of global solutions within transport and logistics. The Customer Service Manager is responsible for leading day-to-day customer service operations, ensuring timely resolution of client ticket requests, and managing purchasing and budget activities.

Freight ServiceInsuranceLogisticsSupply Chain ManagementTransportationWarehousing

Responsibilities

Oversee and manage all incoming client ticket requests, ensuring timely triage, resolution, and communication in accordance with service level agreements (SLAs)

Serve as the primary escalation point for complex or high-priority client issues, driving resolution and maintaining customer satisfaction

Lead, coach, and support the customer service team, including performance management, workload prioritization, and issue resolution

Manage purchasing requests related to customer service operations, ensuring accuracy, approval compliance, and alignment with business needs

Own customer service budget management, including expense tracking, forecasting, and cost control

Identify trends in client issues and service performance, recommending process improvements and corrective actions

Collaborate with internal departments (operations, finance, IT, and leadership) to resolve issues and improve service delivery

Develop and maintain customer service procedures, workflows, and documentation

Ensure consistent application of company policies and customer service standards

Prepare reports and metrics on ticket volume, resolution time, customer satisfaction, and budget performance

Qualification

Customer service managementTicketing systems managementBudget managementCustomer service softwareProblem-solving skillsCommunication skillsInterpersonal skillsService level agreementsLeadership experienceCross-functional team leadership