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 <a href="https://www.dsv.com/" target="_blank" rel="noopener noreferrer">dsv.com</a> and follow us on <a href="https://www.linkedin.com/company/dsv" target="_blank" rel="noopener noreferrer">LinkedIn</a> and <a href="https://www.facebook.com/dsv.global" target="_blank" rel="noopener noreferrer">Facebook</a>. Location: Aurora, IL Division: Contract Job Posting Title: Manager, Customer Service Time Type: Full Time<div class="WordSection1"> <div style="border:none;border-bottom:none windowtext 1.0pt;padding:0.0in 0.0in 3.0pt 0.0in"> POSITION SUMMARY </div> Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow-up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client’s SOP. This includes overseeing the work and output of any Team Leaders in the department. The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject matter expert, both on Company’s specific product offerings and processes, as well as on the industry in general. ESSENTIAL DUTIES AND RESPONSIBILITIES <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Becomes familiar with clients, including key contacts, unique requirements, and operating processes</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Deploys and improves existing policies and procedures by effectively managing and guiding supervisors and customer service representatives.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Works with the Operations Manager to ensure the operation is meeting targeted service levels such as but not limited to</li> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="circle"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Spot Quotes</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Booking Capture</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Shipment Monitoring</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Billing Issue Resolution</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Service Metric Monitoring</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Reporting</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Data Entry</li> </ul> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Works with site leaders to ensure the operation is meeting all KPI targets.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Responsible for the highest priority escalation phone calls, especially those requiring the coordination of multiple teams and departments.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Conducts staff meetings to review daily/weekly work activities, plan and assure continuous improvement.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Provides guidance to staff and assigns task to Customer Service staff.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Fosters career development, best practices, and optimal morale in the organization.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Relays consistent issues to the General Manager in a timely and efficient matter.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Monitoring of changes in the logistics processes and interfering in case of disruptions, including communication with clients and other stakeholders in case of disruptions and changes.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Coordination between CS team and other internal teams.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Calculation of production costs and providing input for invoice creation. </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Provides input for annual budget to General Manager. </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Setup and maintenance of process flows and working instructions, for example because of new customer implementations or revised customer agreements.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Continuous improvement of processes and services provided by the Company</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Maintaining internal and external communication with regard but not limited to escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics. </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Managing exceptional operational customer challenges/requests (for example large volume changes) </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Organizing Operational Review Meetings and Business Review Meetings with key customers. </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Participates in contract discussions/negotiations. </li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Supervises execution from qualitative and quantitative perspective and initiates corrective actions when needed.</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Coordinates staffing of CS department</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Performing of staff performance review meetings</li> </ul> <div style="border:none;border-bottom:none windowtext 1.0pt;padding:0.0in 0.0in 3.0pt 0.0in"> </div> OTHER DUTIES (Site Specific)<a name="_Hlk98237585"></a> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Work overtime as dictated by business whether mandatory or voluntary</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Performs other duties as assigned.</li> </ul> SUPERVISORY RESPONSIBILITIES <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Leads, develops, and coaches team of 10-15 employees </li> </ul> <div style="border:none;border-bottom:none windowtext 1.0pt;padding:0.0in 0.0in 3.0pt 0.0in"> </div> MINIMUM REQUIRED QUALIFICATIONS Education and/or Experience <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="list-style:none;margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:42.0px"> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:42.0px">Must have a high school diploma or general education degree (GED). </li> </ul> </li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif"> 2 years’ experience in a leadership role involving customer service or equivalent combination of education and work experience.</li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif"> 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.</li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate</li> </ul> SKILLS, KNOWLEDGE, AND ABILITIES Computer Skills <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Basic knowledge of WMS (Warehouse Management Systems)</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Proficiency in MS Office applications</li> </ul> Language Skills <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:'Times New Roman', serif">English (reading, writing, verbal)</li> </ul> Mathematical Skills <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Intermediate to advanced level required in accounting and financial mathematical applications as related to managing a P&L and preparing site/operational budgets</li> </ul> Other <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Excellent communications skills and able to deal with clients tactfully and efficiently. </li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Must be clear and articulate on the phone and in person with strong writing and clear presentation abilities- persuasive but empathetic.</li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">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.</li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">General understanding of the Supply Chain Management and Logistics industry</li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Demonstrated competency in the following areas is also required:</li> </ul> <ul style="list-style-type:circle;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Customer Service (Does what it takes to meet or exceed (internal or external) customer expectations. Responds appropriately to customer needs or requests.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Dealing with Complexity (Knows how to deal with complex situations or information. Examines facts and trends to find the best way to handle things.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Maintaining Composure (Stays calm and composed in a stressful situation. Can keep a positive manner both in words and in actions.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Being Resourceful (Is willing and able to quickly handle problems or issues as they arise. Works to get the help or resources needed.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Providing Direction and Leadership (Provides guidance, direction and structure in one on one or group settings.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Builds Bench strength (Determines capability of staff and puts plans in place to build the skills, abilities, and experience necessary for the organization to succeed.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Motivating Others (Is able to inspire or convince others to want to do their job or work toward common goals or objectives.) </li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Demonstrates Global Perspective (Understands key global trends and the organization’s position within the global environment, works effectively with global partners)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Demonstrating Positive Attitude (Consistently exhibits an optimistic and cheerful manner, regardless of obstacles or challenges. Behaves in a positive way with others in the workplace.)</li> <li style="margin:0.0in 0.0in 0.0in 53.733px;font-size:12.0pt;font-family:'Times New Roman', serif">Finding Work Improvements (Seeks to find and suggest new ideas to make the workplace better. Looks for ways to improve work procedures or services.)</li> </ul> PREFERRED QUALIFICATIONS <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">4-Year College Degree preferred, will consider equivalent experience or combination of education and experience</li> <li style="margin:0.0in 0.0in 0.0in 5.7333px;font-size:12.0pt;font-family:'Times New Roman', serif">Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 6.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Multi-language knowledge preferred</li> </ul> </div> <div class="WordSection2"> </div> <div class="WordSection3"> </div> <div class="WordSection4"> CORE COMPETENCIES </div> <div class="WordSection5"> <div style="border-left:windowtext 1.0pt;border-bottom:windowtext 1.0pt;border-style:none;padding:0.0in 0.0in 3.0pt 15.0pt"> </div> 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 <div style="border-left:windowtext 1.0pt;border-bottom:windowtext 1.0pt;border-style:none;padding:0.0in 0.0in 3.0pt 15.0pt"> Independent Contributor ☐ Accountability ☐ Communication / Building Partnership ☐ Customer Orientation ☐ Developing Oneself ☐ Drive for Results ☐ Embracing Change ☐ Problem Solving ☐ Professional Competencies </div> </div> <div style="border-left:windowtext 1.0pt;border-bottom:windowtext 1.0pt;border-style:none;padding:0.0in 0.0in 3.0pt 15.0pt"> PHYSICAL DEMANDS </div> Occasionally <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Handling/Fingering, Sitting</li> </ul> Frequently <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Bending</li> </ul> Constantly <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:'Times New Roman', serif">Walking and Standing</li> </ul> Ability to Lift/Carry and Push/Pull <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">21-50 pounds <ul style="list-style-type:circle;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Reach above shoulder, reach outward, squat, or kneel.</li> </ul> </li> </ul> <p style="border-width:medium medium 1.0pt 1.0pt;border-color:currentcolor currentcolor windowtext windowtext;padding:0.0in;border-style:none;margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> 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. <div style="border-left:windowtext 1.0pt;border-bottom:windowtext 1.0pt;border-style:none;padding:0.0in 0.0in 2.0pt 15.0pt"> Reasonable Accommodations Statement </div> <div style="border-left:windowtext 1.0pt;border-bottom:windowtext 1.0pt;border-style:none;padding:0.0in 0.0in 2.0pt 30.0pt"> 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. </div> The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate. For this position, the expected base pay range is $85,000 – $95,000 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy. Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the <a title="" href="https://flimp.live/DSV-Benefits" target="_self">DSV Benefits Showcase</a>. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws. DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at <a href="mailto:[email protected]">[email protected]</a>. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time. DSV – Global transport and logistics Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements. With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be. Start here. Go anywhere Visit <a href="http://dsv.com https://www.dsv.com/">dsv.com</a> and follow us on <a href="https://www.linkedin.com/company/dsv/mycompany/verification/">LinkedIn</a> and <a href="https://www.facebook.com/dsv.global/">Facebook</a>.

Manager, Customer Service (Aurora, IL, US, 60502) @ dsvas

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