Customer Service Specialist

4 weeks ago

Mesa, United States DSV Full time

If you are a current DSV employee and interested in a position in another country,please contact your Human Resource representative to discuss the process and requirements of applying.
- Job area: Customer Service**DSV - Global transport and logistics**
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.

Location: USA - Mesa, W. Southern Ave

Division: Solutions
Job Posting Title: Customer Service Specialist
Time Type: Full Time

**Job Summary**:
The One Source Customer Service Specialist plays a critical role in ensuring seamless operations and customer satisfaction within the organization. This multifaceted position encompasses responsibilities from both the Order Management and Data Integrity teams. The Specialist is responsible for managing all aspects of the order process, including communication, order processing, issue resolution, and performance tracking, with a focus on meeting or exceeding client expectations. Simultaneously, the Specialist oversees the coordination and maintenance of the quote process, ensuring accuracy in data input, identifying errors, and collaborating with internal teams for timely resolution. Precision in both order and quotation data is essential for maintaining operational efficiency. Additionally, the role involves providing support for supply chain analytics to optimize overall performance.

**Essential Duties and Responsibilities**:

- Works collaboratively with the Global One Source team, both domestically and internationally, as well as the US VMI team, to develop a comprehensive understanding of client business needs.
- Supports and adheres to One Source Policies & Practices.
- Coordinates the customer's order and request for quotation for internal processing.
- Utilizes, understands, and maintains all customer-required web interfaces related to both order and quotation processes.
- Validates the completeness and reasonableness of customer-provided data for both orders and quotations.
- Initiates the internal processing of orders and sourcing through the respective processes.
- Generates Customer Quotations and communicates them to customers according to their requirements.
- Maintains the validity of tools within the ERP system.
- Demonstrates the ability to support Level II expectations and supports Level II as needed.
- Acts as the primary point of contact for customer requests, status updates, and pricing discussions.
- Manages the day-to-day business relationship with customers, serving as the interface between customers and operations.
- Responsible for customer pricing, including utilizing the quotation process and considering customer-specific rules to develop pricing within the ERP system.
- Coordinates quoting strategy with the Purchasing Team through analytics comparing quote expiration and historic purchase order activity.
- Manages Sales Order status to ensure timely release of corresponding Purchase Orders.
- Identifies and communicates discrepancies between POs and Customer Quotes to clients and ensures resolution.
- Ensures due date commitments are aligned between internal POs, SOs, and client POs.
- Monitors SO due date reports to ensure planned shipments and escalates any late shipments.
- Coordinates One Source shipping schedules and manages customer requests to cancel orders or expedite critical orders.
- Monitors change management to understand causes and assists the Customer Service Data Integrity Team with the approval process when necessary.
- Manages receiving exceptions and customer invoice mismatches, identifying root causes and implementing solutions.
- Runs reports from the ERP system, exports to Excel, and analyzes data accordingly.
- Supports KPI management and reporting.
- Works in a team environment, requiring interaction with Managers and other functional areas.
- Guides new hires and interns during their training process.

**Other Duties**:

- Performs other related duties as assigned.

**Minimum Required Qualifications**:
**Education and/or Experience**:

- Bachelor’s Degree from an accredited college in a related discipline, or equivalent combination of education and industry work experience.
- 3 years of experience in a direct or cross-functional capacity with client-facing responsibilities.

**Skills, Knowledge, and Abilities**:
**Computer Skills**:

- Advanced level in Microsoft Office Suite with demonstrated proficiency in Excel (Able to work with pivot tables, use lookup formulas, Power

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