Manager, Customer Service - Warehouse

DSV•Fort Worth, TX

1d•$100,000 - $110,000

About The Position

The Manager, Customer Service manages site-level client relationships and maintains a working knowledge of overall operational performance. The role oversees preparation and administrative follow-up for inbound, picking, packing, value-added logistics (VAL), and outbound processes, ensuring client communication and work align with client SOPs. The Manager oversees Team Leaders and serves as the escalation point for client requests and complaints that customer service representatives cannot resolve. The Manager is also expected to develop subject matter expertise in the company’s products and processes and the logistics industry. This role leads, develops, and coaches a team of 10–15 employees. It partners with the Operations Manager and site leaders to meet service levels and KPI targets, coordinates staffing, monitors operational changes and disruptions, and works across internal teams and with clients. The Manager supports budgeting, production-cost calculations and invoice inputs, maintains process flows and work instructions, contributes to continuous improvement, conducts performance reviews, and organizes operational and business review meetings with key customers. The position is full-time in Fort Worth, Texas.

Requirements

High school diploma or GED.
Two years of experience in a leadership role involving customer service, or an equivalent combination of education and work experience.
Experience as a Logistics Service Provider Department Manager and a complete understanding of logistics services, including order management, movement scheduling, customs brokerage, monitoring and control services, cost optimization, and industry-specific requirements.
Basic knowledge of warehouse management systems (WMS).
Proficiency in Microsoft Office applications.
Fluency in English.
Intermediate to advanced accounting and financial mathematics skills related to managing a P&L and preparing site or operational budgets.
Excellent communication skills and the ability to deal with clients tactfully and efficiently.
Clear and articulate phone and in-person communication, strong writing and presentation skills, and a persuasive but empathetic approach.
Ability to handle conflict and pressure, set and follow priorities, and maintain a consistent, positive customer-service image in difficult conditions.
General understanding of supply chain management and the logistics industry.
Competency in customer service, dealing with complexity, maintaining composure, resourcefulness, providing direction and leadership, building staff capability, motivating others, demonstrating a global perspective and a positive attitude, and identifying work improvements.

Nice To Haves

Four-year college degree; equivalent experience or a combination of education and experience will also be considered.
Five years of leadership experience in a logistics, distribution, or supply chain environment preferred.
Knowledge of multiple languages preferred.

Responsibilities

Learn client contacts, requirements, and operating processes.
Deploy and improve policies and procedures by managing and guiding supervisors and customer service representatives.
Work with the Operations Manager to ensure service levels are met, including spot quotes, booking capture, shipment monitoring, billing issue resolution, service metric monitoring, reporting, and data entry.
Work with site leaders to ensure KPI targets are met.
Handle the highest-priority escalation calls, especially those requiring coordination across multiple teams and departments.
Conduct staff meetings to review work activities, plan work, and support continuous improvement.
Guide staff and assign tasks to Customer Service employees.
Support employee career development, best practices, and morale.
Communicate recurring issues to the General Manager promptly and efficiently.
Monitor logistics process changes and respond to disruptions, including communicating with clients and stakeholders.
Coordinate between the Customer Service team and other internal teams.
Calculate production costs and provide input for invoice creation.
Provide input for the annual budget to the General Manager.
Set up and maintain process flows and work instructions, including those arising from customer implementations or revised agreements.
Continuously improve company processes and services.
Maintain internal and external communications about escalations, customer visits and needs, complaint handling and registration, status updates, cycle counting, quality, and commercial topics.
Manage exceptional operational customer challenges and requests, such as large volume changes.
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 when needed.
Coordinate staffing for the Customer Service department.
Conduct staff performance review meetings.
Perform other duties as required.
Lead, develop, and coach a team of 10–15 employees.