Senior Customer Service Specialist

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.

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Location:USA - Iselin, Wood Ave

Division:Group
Job Posting Title: Senior Customer Service Specialist
Time Type: Full Time

The Senior Customer Service Specialist serves as a key point of contact for strategic customers, providing comprehensive account management and ensuring a high level of service across DSV's organization. This role is responsible for building and maintaining strong customer relationships, coordinating cross-functional support, monitoring service performance, and identifying opportunities to strengthen customer satisfaction, operational efficiency and business growth.

Working closely with customers, Sales, Operations, and other internal stakeholders, the Senior Customer Service Specialist provides strategic and operational support to key accounts. The role combines customer relationship management with data analysis, performance management, rate and yield optimization, process improvement, and proactive issue resolution to ensure DSV consistently meets customer expectations and contractual commitments.

The successful candidate will serve as a trusted partner to both the customer and internal teams, anticipating customer needs, identifying risks and opportunities, and driving solutions that improve service delivery, productivity, and overall account performance.

Account Management

• Act as primary contact for key accounts as defined by branch- and regional management
• Build relationships across local levels of customer's organization
• Work across DSV's network and divisions to maintain and grow share of wallet
• Ensure rates are current, communicated to OPS, and submitted to USSC for auto rating purposes
• Provide clients with market insights to best predict and maneuver market challenges
• Create, maintain and update SOPs

Strategic Focus

• Support contract and rate negotiations from local US perspective
• Support sales manager/account owner with account plans and action outlined satisfaction, threats and development opportunities
• Determine necessity and feasibility of EDI and other tech solutions that will support eBooking
• Analyze volume- and workflows to optimize productivity and uncover cost savings for client
• Manage rate optimization and yield management

Performance Review

• Monitor, analyze and action customer performance according to committed volumes
• Monitor, analyze and action DSV performance according to KPIs in Service Level Agreement
• Ensure client reporting requirements are met
• Support sales manager/account owner by providing select material slides for client business reviews on scheduled cadence and own any follow-up items

Operational Execution

• Oversee day-to-day operational activities, identify risks, pain points and service gaps
• Lead any and all collaboration efforts across internal stakeholders involved with the client
• Head up and respond to spot quote requests identify upselling opportunities
• Ensure data quality KPIs are met including timeliness and billing days
• Achieve and maintain acceptable AR rating

For this position, the expected base pay range is $71,760 to $89,700. 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 theDSV Benefits Showcase. 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 hr@us.dsv.com. 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

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