Customer Service Manager

Job Details: Job Location: Kelly Hill

• Garden City, GA, Salary Range: Undisclosed, Job Shift: Day, Customer Service Manager | Distribution Services International (DSI) Full-time | On-site | Garden City, GA | About DSI Lead the team our customers count on. When a shipment is late, an order is wrong or a key account is at risk, our customers call Customer Service. As Customer Service Manager, you’ll build and lead that team. You’ll fix problems before they reach the customer and be the voice of the customer across DSI. You’ll have real authority and direct access to senior leadership, and you’ll work in an operation where you can see the results of your work every day. What you’ll own Your team. Hire, train, coach and develop the Customer Service Representatives (CSRs). Set clear goals, hold regular one-on-ones, and build a culture where people take ownership and put customers first. Escalations, start to finish. Take the complex and sensitive issues. Decide how to make things right within your authority, and follow through until the issue is closed. Service performance. Set and track targets for response time, resolution time, accuracy and customer satisfaction. Report results to site and company leadership. Fixing the root cause. Find the issues that keep coming back, and lead the process changes that reduce errors, rework and complaints. New customer launches. Make sure procedures are written, trained and ready before each new account goes live, working with Sales and Operations. Working across DSI. Work with Warehouse Operations on order accuracy and shipment timing, with Accounting on billing disputes, and with Sales on account reviews and at-risk accounts. How you’ll be measured Customer satisfaction (CSAT/NPS), response and resolution times, order and shipment accuracy, escalation and repeat-issue rates, team productivity, and account retention. You’ll always know where you stand. What you bring 5+ years in customer service, including 2+ years in logistics, warehousing, distribution or 3PL (third-party logistics) 2+ years leading a team, as a supervisor, team lead or manager Confidence handling hard customer conversations and making decisions under pressure Strong Excel skills and comfort with warehouse management systems (WMS), CRM and reporting dashboards Nice to have An associate’s or bachelor’s degree in business or logistics (relevant experience counts just as much) Experience with transportation management systems (TMS) or enterprise resource planning (ERP) software Experience managing multiple accounts or sites at once Fluency in English and Spanish Working knowledge of inventory concepts (FIFO, cycle counting) Why DSI Since 1989, DSI has grown into a trusted 3PL partner with five facilities around the Port of Savannah, one of the busiest container ports in the country. The pace is fast and the work matters. We build strong teams, reward good work and invest in growing our people from within. What our team says “Everyone from warehouse pros to leadership pitches in during crunch times, celebrating wins together.” — DSI Team Member “I started out working in verification, and now I’m able to handle inventory — that’s progress I’m really proud of.” — DSI Team Member “Good people and good opportunity.” — DSI Team Member What we offer Health coverage: Medical, dental and vision plans, with DSI paying most of the medical premium for you and your family. Time off: Generous paid time off that grows with tenure, plus paid holidays. Retirement: 401(k) and Roth savings options with a company match. Financial protection: Company-paid life insurance, plus disability coverage. Support: A free, confidential employee assistance program (EAP) and employee discounts. Values you can see: Entrepreneurship, integrity, excellence, training and safety guide how we work. Schedule and work environment Mostly office-based, inside an active warehouse office setting, with regular time on the warehouse floor. Standard business hours, with occasional evening, weekend or holiday coverage. Reasonable accommodations are available in accordance with applicable law. Equal Employment Opportunity DSI is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status or any other legally protected characteristic. Qualifications: