Customer Service Manager

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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 3rdlargest 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

Location:

USA - Fort Wayne, 5801 Adams Center Rd

Division:

Solutions
Job Posting

Title:

Customer Service Manager - 106109
Time Type:
Full Time

The Customer Service Manager is responsible for leading day-to-day customer service operations, ensuring timely resolution of client ticket requests, managing purchasing and budget activities, and addressing escalations from both clients and internal teams. This role partners cross-functionally to maintain high service standards, operational efficiency, and strong client relationships.

• Oversee and manage all incoming client ticket requests, ensuring timely triage, resolution, and communication in accordance with service level agreements (SLAs).
• Serve as the primary escalation point for complex or high-priority client issues, driving resolution and maintaining customer satisfaction.
• Lead, coach, and support the customer service team, including performance management, workload prioritization, and issue resolution.
• Manage purchasing requests related to customer service operations, ensuring accuracy, approval compliance, and alignment with business needs.
• Own customer service budget management, including expense tracking, forecasting, and cost control.
• Identify trends in client issues and service performance, recommending process improvements and corrective actions.
• Collaborate with internal departments (operations, finance, IT, and leadership) to resolve issues and improve service delivery.
• Develop and maintain customer service procedures, workflows, and documentation.
• Ensure consistent application of company policies and customer service standards.
• Prepare reports and metrics on ticket volume, resolution time, customer satisfaction, and budget performance.

• Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
• 3–5 years of experience in customer service or customer operations, including leadership or supervisory responsibilities.
• Experience managing ticketing systems, escalations, and service workflows.
• Demonstrated experience with purchasing processes and budget management.
• Strong problem-solving and decision‑making skills, with the ability to manage competing priorities.
• Excellent communication and interpersonal skills, with a customer‑focused mindset.
• Proficiency in customer service software, ticketing platforms, and Microsoft Office or similar tools.

• Experience supporting enterprise or B2B clients.
• Familiarity with service level agreements (SLAs) and performance metrics.
• Experience leading cross‑functional teams or projects.

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  If you are interested…