Customer Service Specialist, Operations Analyst Job Details | DSV

DSV is a global transport and logistics company that provides storage and transportation services through air, sea, and road. The Customer Service Operations Analyst manages customer operational activities, analyzes performance and fulfillment challenges, resolves business issues, and develops process improvements in collaboration with cross-functional teams.
Responsibilities
• Manage operational
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activities for assigned customers, programs, and business processes
• Monitor customer operational performance to ensure service commitments, customer requirements, and business expectations are achieved
• Evaluate customer demand patterns, order activity, fulfillment performance, and operational trends to identify potential risks and opportunities
• Prioritize operational activities and recommend actions when competing customer demands or business constraints arise
• Serve as a primary point of contact for operational matters impacting assigned customers and programs
• Develop a comprehensive understanding of customer business requirements and operational objectives
• Evaluate operational exceptions, fulfillment challenges, customer concerns, and service disruptions to determine root causes and recommend corrective actions
• Investigate issues involving inventory availability, pricing discrepancies, order fulfillment performance, customer commitments, and supply chain constraints
• Develop recommendations that balance customer requirements with organizational objectives
• Exercise independent judgment when determining appropriate solutions and escalation pathways
• Partner with leadership and cross-functional stakeholders to address significant customer or operational issues
• Identify operational risks and communicate recommended mitigation strategies to management
• Analyze operational performance metrics, customer trends, workload distribution, backlog performance, and service-level attainment
• Develop insights and recommendations that support operational decision-making and continuous improvement efforts
• Monitor key performance indicators and identify areas requiring corrective action
• Conduct root cause analysis on recurring service, operational, or customer issues
• Prepare operational summaries, performance analyses, and recommendations for leadership review
• Evaluate customer and operational data to identify trends impacting performance, profitability, and customer experience
• Evaluate existing workflows and operational processes to identify inefficiencies and opportunities for improvement
• Recommend and implement process enhancements designed to improve operational effectiveness, scalability, accuracy, and customer satisfaction
• Lead initiatives that reduce recurring issues, improve workflow consistency, and support sustainable growth
• Develop and maintain standard operating procedures, process documentation, and operational best practices
• Assess the effectiveness of implemented solutions and recommend additional improvements where appropriate
• Support business initiatives related to customer retention, operational performance, and strategic growth objectives
• Collaborate with Customer Service leadership, Purchasing, Sourcing, Operations, Logistics, and Finance teams to achieve customer and business objectives
• Provide operational expertise and recommendations regarding customer requirements, service commitments, and business risks
• Support implementation of new customer programs, process changes, and operational initiatives
• Facilitate communication and alignment among stakeholders to ensure successful execution of customer requirements
• Promote knowledge sharing and collaboration across the Global One Source organization
• Manage customer order activity and related operational processes to support fulfillment and customer service objectives
• Review customer transactions and operational activity for accuracy, completeness, and compliance with established business requirements
• Evaluate order-related i

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