Manager, Customer Excellence & Innovation

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 - Iselin, Wood Ave

Division: Air & Sea

Job Posting Title: Manager, Customer Excellence & Innovation

Time Type: Full Time

Summary

The Manager, Customer Excellence & Innovation is responsible for managing a team of Client-facing, project-based resource responsible for integration, solution engineering and/or implementation of new business as well as improvement and innovation projects for existing business. Engineers DSV capabilities into a solution to meet complex clients’ requirements and achieve consistent and high-quality service delivery. Provides EDI implementation leadership and regularly coordinates with Operations, Sales, Account management and IT.

Duties and Responsibilities

- Supports sales to grow revenue and optimize margin by acting as an operational and TMS subject matter expert in the solution design process and in client meetings as part of the pre-sale process

- Provides RFI risk and ROI assessments as part of the pre-sale process when a Client's requirements are complex

- Engineers client solutions, aligning client requirements to DSV's services portfolio

- Serves as a Purchase Order Management expert and determining the optimal solution to meet a Client's need

- Manages all Client EDI integration projects

- Performs integration UAT testing, coordinating with global and regional IT and the Client

- Manages the implementation of Client integration projects coordinating with Sales, IT and Operations across regions

- Develops SOPs, communicates, and trains key stakeholders

- Participates in Client Business Reviews to support continuous improvement

- Drives growth through innovation projects, showing differentiation and building "stickiness" with Clients

- Maintains direct customer contact throughout the lifecycle of a project.

- Responsible for ensuring team is defining all client requirements, meeting all timelines, properly communicating, and escalating any delays, issues, concerns the client and/or other teams have with their projects

- Responsible for ensuring team is properly trained with all portions of the job, represent DSV to clients and other teams with a positive attitude putting the client first

- Responsible to ensure team projects are properly distributed to ensure each team member’s success and each team member is actively managing their projects and time

- Work together with Business Analysts, Project Managers, Global IT, and Partners to continuously improve the processes involved with Customer Connectivity.

Educational background / Work experience

- Bachelor’s Degree required or equivalent combination of education and work experience.

- 7 years industry experience

- 5 years management experience

- 2 years experience with managing and compiling budgets

- 2 years client relationship management

- Certificates, Licenses, Registrations or Professional Designations: None Required

Skills & Competencies

- Proven track record in building high performing workforce (experienced in recruitment/selection; training/development; coaching; conflict management; performance management)

- Ability to lead and develop high performing teams

- Ability of effective people management through KPI setting and measurement

- Demonstrated ability to manage/prioritize multiple projects and tasks concurrently.

- Knowledge of and experience following industry standard best practices in change management, process mapping and business analysis.

- Experience with executive and cross-functional presentations and communication.

- Strong analytical, technical, and problem-solving skills.

- Experience and proven ability to perform process mapping of current and future state.

- Displays flexibility and creativity in problem solving and meeting work assignments while ensuring compliance with DSV policies and procedures.

- Exhibits excellent oral and written communication skills.

- Excellent time management skills, ability to handle multiple concurrent projects, and prioritize multiple requests.

- Self-starter, assertive, independent and can work without close supervision on multiple concurrent projects.

- A deep understanding of the process of identifying and clarifying business requirements is desired, as well as innate talents around investigating and organizing business requirements.

- Ability to influence and collaborate with key business and technology partners.

- Must be a team player with outstanding interpersonal skills and possess an ability to communicate both verbally and in writing at various levels of the organization and across various groups.

- Supports organizational commitment to ISO 9001, ISO 45001 certification – Montreal location

Language skills

- Fluency in English (written and verbal).

- Proficiency in one or more additional languages is preferred.

At Will Employment

DSV Air & Sea Inc. employees are hired for an undefined period of time as “at will” employees. This means that an employee may be terminated for any reason, or no reason at all, at any time, provided the discharge does not violate any law*. Additionally, each employee has the right to terminate his/her employment at any time. *Except if employed in Montana, where termination requires just cause.

For this position, the expected base pay is: $146,000 - $183,000 / Annual. Actual base compensation will be determined based on various factors including job-related knowledge, skills, experience, geographic location and other objective business considerations.

DSV provides a comprehensive package of health benefits including: medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long-term disability coverage, and wellness resources to support your overall well-being. In addition, our 401(k) plan offers company-matching contributions up to 5% to help you build a secure financial future. To support a healthy work-life balance, DSV also offers generous paid time off, paid holidays, and additional floating holidays.

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.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan
details, is available through the DSV 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 [email protected] . 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

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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

#StartHereGoAnywhere #LifeAtDSV