Senior Manager, Customer Service

DSV • Frankfort, KY

12d • $106,160 - $159,240 • Remote

About The Position

The Senior Manager, Customer Service is responsible for ensuring a positive customer experience through building trust, driving timely issue-resolution, providing actionable insights to both internal and external stakeholders, and continuously evolving customer facing processes & polices. They serve as a key facilitator in the relationship between our internal operations teams and external customers, assisting in resolving operational roadblocks while maintaining exceptional levels of responsiveness and transparency. Reporting to the Director, Center of Excellence, this role is critical to the overall customer-operations relationship.

Requirements

• Bachelor's degree in business administration, Communications or a related field is typically preferred
• 5+ years of experience leading customer support teams, including managing managers and large, multi-shift or remote workforces
• Excellent verbal and written communication, with the ability to present data and customer narratives to executive leadership

Nice To Haves

• Experience working in a Center of Excellence or shared services model
• Experience in the warehousing, distribution, or parallel supply chain/operations environment
• CXOne Ticketing platform
• SIMS Ticketing platform
• RIVER Ticketing platform

Responsibilities

• Lead a team of customer service supervisors, as well as indirectly lead regionally distributed customer service representatives.
• Onboard customers & suppliers into claims portal
• Manage claims creation, intake, progression, and resolution
• Support claims investigate processes
• Partners with internal and external stakeholders to validate claims details and collect necessary information
• Support the intake and dissemination (to proper owners) for various customer ticket-based inquiries, such as on-site visit coordination, order re-prioritization, shipping & tracking updates, disposals process support, etc.
• Develop and implement customer service policies, goals and standards that align with operational objectives.
• Monitor and drive performance improvement across key performance indicators (KPIs) including ticket resolution times, net promoter score achievement, root cause resolution of high frequency ticket categories, and create actionable insights for operations teams as well as other customer service personnel.
• Oversee the resolution of complex or highly escalated customer complaints, acting as the final point of escalation for high-level issues.
• Partner with other departments to advocate for the customer and/or operations, providing feedback on products and services.
• Maintain transparency and frequent communication with internal and external stakeholders regarding financial impacts of pending or resolved claims. Guide the customer through the claims process and prepare proper documentation for claims packet for final approvals.
• Assist with new site launches to ensure optimal readiness within the customer service scopes (training new Customer Service Representatives on the customer service functions)
• Partner with Systems & Solutions and Launch Operations teams to ensure all systems are ready for deployment at new sites

Benefits

• Eligibility, coverage options, and plan details are available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior