Customer Service Manager

Distribution Services International, Inc. • Garden City, GA

7d • Onsite

About The Position

Distribution Services International (DSI) is hiring a Customer Service Manager to build and lead its customer service team at the Garden City, Georgia site. The manager will lead Customer Service Representatives, handle complex customer escalations, monitor service performance, address recurring operational issues, and ensure procedures are ready for new customer launches. The role has authority to resolve customer issues within its scope and direct access to senior leadership.

The manager works closely with Warehouse Operations on order accuracy and shipment timing, Accounting on billing disputes, and Sales on account reviews and at-risk accounts. Performance is measured through customer satisfaction (CSAT/NPS), response and resolution times, order and shipment accuracy, escalation and repeat-issue rates, team productivity, and account retention.

The position is mostly office-based in an active warehouse office, with regular time on the warehouse floor. The schedule is standard business hours, with occasional evening, weekend, or holiday coverage. DSI describes itself as a 3PL partner founded in 1989, with five facilities around the Port of Savannah.

Requirements

• At least 5 years of customer service experience, including at least 2 years in logistics, warehousing, distribution, or third-party logistics.
• At least 2 years of team leadership experience as a supervisor, team lead, or manager.
• Confidence handling difficult customer conversations and making decisions under pressure.
• Strong Excel skills.
• Comfort using warehouse management systems (WMS), customer relationship management (CRM) systems, and reporting dashboards.

Nice To Haves

• An associate’s or bachelor’s degree in business or logistics; relevant experience is considered equally.
• Experience with transportation management systems (TMS) or enterprise resource planning (ERP) software.
• Experience managing multiple accounts or sites at once.
• Fluency in English and Spanish.
• Working knowledge of inventory concepts such as FIFO and cycle counting.

Responsibilities

• Hire, train, coach, and develop Customer Service Representatives.
• Set clear team goals, conduct regular one-on-ones, and foster employee ownership and customer-focused service.
• Handle complex and sensitive customer escalations, make resolution decisions within assigned authority, and follow through until issues are closed.
• Set and track targets for response time, resolution time, accuracy, and customer satisfaction.
• Report customer service performance results to site and company leadership.
• Identify recurring issues and lead process changes to reduce errors, rework, and complaints.
• Ensure procedures are documented, employees are trained, and the team is prepared before new customer accounts go live.
• Coordinate with Warehouse Operations on order accuracy and shipment timing, Accounting on billing disputes, and Sales on account reviews and at-risk accounts.

Benefits

• Medical, dental, and vision plans; DSI pays most of the medical premium for the employee and their family.
• Paid time off that grows with tenure.
• Paid holidays.
• 401(k) and Roth savings options with a company match.
• Company-paid life insurance.
• Disability coverage.
• Free, confidential employee assistance program (EAP).
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed