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Job Title: Manager Centralised Operations Center Land NL
Company: DSV – Global Transport and Logistics
Location: Georgia
Job Req Number: 105068
Time Type: Full Time
Responsibilities:
* Lead and develop the Operations Center Land department across multiple locations (Tilburg, Ede, Venlo).
* Ensure seamless collaboration between inbound and outbound services to provide excellent customer service.
* Act as the central national point of contact for inbound and outbound services, fostering collaboration with internal, external, and international stakeholders.
* Centralize and professionalize import and export processes.
* Ensure optimal support for customers, partners, and recipients of goods, measured by NPS scores.
* Drive process improvement initiatives based on customer feedback and performance metrics.
* Provide effective leadership, coaching, and development to teams and team leaders.
* Monitor and manage SLAs and KPIs, ensuring customer satisfaction.
* Oversee productivity and quality.
* Act as an escalation point for complex customer and operational issues at the management level.
* Foster collaboration and synergy between departments, locations, and international teams.
* Drive the adoption of the digital self-service platform and standardize work methods.
* Analyze performance, identify deviations, and translate them into strategic decisions for continuous process and service improvement.
Qualifications:
* Bachelor’s degree or equivalent work experience.
* Minimum of 5 years of management experience.
* Experience with process optimization and change management.
* Strong understanding of digitalization and customer satisfaction.
* Excellent prioritization, coordination, and time management skills with high flexibility.
* Excellent people management skills.
* Fluent in Dutch and English (written and spoken).
What DSV Offers:
* Competitive salary based on knowledge and experience.
* 28 vacation days, 8% holiday allowance, and 5% gratuity (full-time).
* Favorable pension scheme.
* Access to knowledge and training through DSV Academy.