Customer Service Specialist

3 weeks ago

Mesa, United States DSV AS Full time
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.

Read more at www.dsv.com

Location: USA - Mesa, W. Southern Ave

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

SUMMARY

The Customer Service Specialist is responsible for managing all One Source client requirements. The Customer Service Specialist performs the necessary tasks that support customer quote and order management with the desired result of meeting or exceeding client expectations. This function serves as the primary communication contact with the client.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Communication
    • Acts as the point of contact for client requests and status updates
    • Serves as the company interface between client and operations
    • Manages day to day business relationship with client
    • Escalates any client concerns and internal concerns that may impact the supply chain to the Program Manager
Quote Management
    • Coordinates client request for quotation (RFQ)
    • Records and tracks RFQ to ensure timely response
    • Reports weekly service level KPI's
Order Management
    • Processes client purchase order (CPO) acknowledgement and subsequent updates
    • Verifies customer quotation (CQ)
    • Creates sales orders (SO)
    • Manages SO status to ensure corresponding PO's are released timely
    • Identifies and communicates to client all discrepancies between PO and CQ and follows up to ensure resolution
    • Ensures due date commitments are aligned between the internal PO, SO and client PO
    • Monitors SO due date report to ensure shipments are shipped as planned and any late shipments are escalated
    • Updates respective orders when deviations in due dates occur and requests reason why from Purchasing or Client when applicable
    • Documents reasons for deviations to develop Pareto on type of reason and sub-supplier for potential Supply Chain Analyst interaction/escalation
    • Expedites to ensure adherence to client expectation
    • Follows up on backorders
    • Reconciles client reporting requirements
    • Point of contact for resolution of mismatches, invoice payment issues, exceptions/defect resolution, and collection on aged receivables
    • Ensures timely completion of receiving and shipping transactions and communication on exceptions
    • Monitors inventory on hand to ensure accuracy and sales order demand
    • Coordinates One Source shipping schedule
General Support
    • Works with Finance and Purchasing as needed to collectively resolve any discrepancies and assist with invoice and payment resolution
    • Runs reports from ERP system and exports to Excel; reviews and analyzes data and responds accordingly
    • Supports KPI management and reporting
    • Generates other reports as needed
    • 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 duties as required
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
    • Intermediate level in Microsoft Office Suite with demonstrated proficiency in Excel (Able to work with pivot tables, use lookup formulas, etc.)
    • ERP System Experience
Language Skills
    • English (reading, writing, verbal)
    • Effective verbal and written communication skills.
Mathematical Skills
    • Intermediate
Other Skills
    • Ability to work as a team member and foster a cooperative work environment while also being an individual contributor
    • Effective professional oral & written communications skills
    • Accuracy and attention to detail
    • Strong customer service (internal & external customers) and interpersonal skills
    • Exceptional customer service / customer relations skills
    • Self-motivated, energetic and able to perform with minimal supervision
    • Excellent problem-solving skills
    • Ability to work in a dynamic team environment
    • Ability to organize and prioritize a variety of tasks and projects
    • Operates standard office equipment efficiently
PREFERRED QUALIFICATIONS
  • Customer service, purchasing or planning experience in a manufacturing company


PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER INFORMATION

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

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.

For this position, the expected base pay is: $46,500 - $63,000/ Annual. Actual base compensation will be determined based on various factors including job-related knowledge, skills, experience, and other objective business considerations.

DSV does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our website, employees, or Human Resources. DSV will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of DSV and will be processed accordingly without fees.

DSV - Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You'll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we'll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.

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