Customer Service Specialist

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