Service Operations Analyst ensuring accurate billing and high - quality reporting for call center and help desk services. Collaborating across teams to lead process improvements and manage client communications.
About the role
- Senior Operations Team Lead in logistics managing dispatch teams at DSV. Ensuring compliance, optimizing service levels, and resolving transportation issues.
Responsibilities
- Oversee the work of others who coordinate shipment according to customer instructions (SOP’s)
- Ensure compliance to DOT regulations and established internal policies and guidelines
- Provide solutions in resolving transportation issues and inquiries
- Ensure dispatch teams work effectively and optimize service levels on every shipment
- Act as escalation point for branch teams related to service issues
- Resolve internal cross-team conflicts and escalate unresolved issues to management
- Develop and maintain relationships with key partners
- Ensure Vendor performance is exceptional and manage Vendor visits
- Ensure the selection of the most optimal services and Vendors
- Manage all Vendor escalation and related internal communication
- Ensure appropriate and balanced workload for team members
- Implement new processes, standards, and guidelines when required
- Review performance of team and evolve processes to improve operational performance
- Ensure overall performance of the team meets specified internal/external KPI's and SLA's
Requirements
- 10+ years of experience in Logistics and customer service environment
- Bachelor’s degree or equivalent required
- Proficiency in Microsoft Office Suite including Outlook, Word, and Excel
- Good understanding of ocean export/import operations and transload operations
- Essential - Experience in trucking carrier deliveries/recovery process and terminal port/CY requirements
- Maintain composure under pressure in a fast-paced environment
- Email and Telephone etiquette
- Ability to troubleshoot day-to-day issues that may arise during pick-up or delivery process
Benefits
- medical, prescription, dental, vision, and life insurance
- flexible and health spending accounts
- short and long-term disability coverage
- wellness resources to support your overall well-being
- 401(k) plan with company-matching contributions up to 5%
- generous paid time off
- paid holidays
- additional floating holidays
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