Senior Customer Service Specialist

DSV - Global Transport and Logistics

Senior Customer Service Specialist managing strategic accounts for DSV, a global transport and logistics company. Optimizing rates, service performance, workflows, and cross-functional customer solutions.

Posted 8/15/2026full-timeIselin • New Jersey • 🇺🇸 United StatesSenior💰 $71,760 - $89,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management, customer relationship management, and cross-functional coordination, with a strong focus on rate optimization, performance analysis, and client reporting. Capable of leading collaboration across internal stakeholders and identifying opportunities for process improvement and upselling.

Highest-signal resume keywords

Account ManagementCustomer Relationship ManagementRate OptimizationPerformance AnalysisCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Rate CommunicationContract NegotiationYield ManagementData AnalysisKPI MonitoringSOP CreationEDI AssessmentCost Savings AnalysisClient ReportingBusiness Review Preparation

Soft Skills

Relationship BuildingCollaborationProblem SolvingCommunicationRisk Identification

Tools & Technologies

EBooking SolutionsAuto-Rating Systems

Industry Keywords

Service Level AgreementsCustomer PerformanceAccounts ReceivableOperational ActivitiesMarket Insights

About the role

Key responsibilities & impact

Serve as a key point of contact and primary contact for strategic/key accounts
Provide comprehensive account management and maintain strong customer relationships
Coordinate cross-functional support across DSV’s network, divisions, Sales, Operations, and internal stakeholders
Maintain and grow share of wallet
Ensure rates are current, communicated to Operations, and submitted for auto-rating
Provide clients with market insights
Create, maintain, and update SOPs
Support contract and rate negotiations from the local US perspective
Support sales managers/account owners with account plans, satisfaction actions, threat identification, and development opportunities
Determine the necessity and feasibility of EDI and other technology solutions supporting eBooking
Analyze volumes and workflows to optimize productivity and uncover client cost savings
Manage rate optimization and yield management
Monitor and act on customer performance against committed volumes
Monitor and act on DSV performance against service-level KPIs
Ensure client reporting requirements are met
Prepare selected materials for client business reviews and own follow-up items
Oversee day-to-day operational activities and identify risks, pain points, and service gaps
Lead collaboration across internal stakeholders involved with the client
Respond to spot quote requests and identify upselling opportunities
Ensure data-quality KPIs, timeliness, and billing-day requirements are met
Achieve and maintain an acceptable accounts-receivable rating

Requirements

What you’ll need

Ability to manage strategic/key customer accounts and build relationships across customer organizations
Experience or capability in customer relationship management, account management, and cross-functional coordination
Knowledge of rates, rate communication, auto-rating, contract and rate negotiations, rate optimization, and yield management
Ability to analyze volumes, workflows, productivity, cost savings, and performance data
Knowledge of KPIs, Service Level Agreements, committed volumes, client reporting, and business reviews
Ability to assess EDI and other technology solutions supporting eBooking
Ability to create, maintain, and update SOPs
Ability to identify risks, service gaps, pain points, upselling opportunities, and process-improvement opportunities
Ability to monitor data-quality KPIs, timeliness, billing days, and accounts-receivable performance
Ability to work with Sales, Operations, internal stakeholders, and customers across DSV’s network and divisions

Benefits

Comp & perks

Benefits offerings are available through the DSV Benefits Showcase; eligibility, coverage options, and plan details may vary by location and division
Equal employment opportunity
Special assistance or accommodation available during the application process