RWI Logistics LLC
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Customer Success Manager
role at
RWI Logistics LLC
Description The Customer Success Manager (CSM) is responsible for ensuring long‑term customer satisfaction, retention, driving operational excellence, and identifying strategic opportunities for account growth and margin improvement. As the primary point of contact between customers and internal teams, the CSM ensures service levels are consistently met, performance is monitored, and operational barriers are resolved in a timely, proactive manner. This role plays a key part in the company's mission to deliver consistent, reliable logistics solutions and drive sustainable growth through proactive account management and cross‑functional alignment across Operations, Sales, and Carrier Procurement.
Duties And Responsibilities Customer Relationship Management
Serve as the primary point of contact for assigned customer accounts, managing day‑to‑day communication, service escalations, and partnership development.
Develop a deep understanding of each customer’s business, shipping needs, and service expectations.
Proactively communicate updates, performance metrics, and recommendations that demonstrate RWI’s value.
Conduct regular customer check‑ins, QBRs, and planning sessions to maintain alignment and transparency.
Service Execution & Performance Oversight
Collaborate with internal Operations and Carrier teams to ensure freight moves according to customer expectations and contract requirements.
Monitor customer KPIs and load‑level performance daily; investigate exceptions, track trends, and elevate service issues when needed.
Partner with leadership to build action plans for accounts with recurring service challenges or margin pressure.
Support clean data entry, billing accuracy, and process compliance related to customer‑specific SOPs.
Growth Strategy & Opportunity Development
Identify opportunities to grow customer accounts through increased volume, added services, or expanded lane coverage.
Collaborate with Financial Analysts and Capacity teams to support proposal development, rate reviews, and bid activity.
Build internal business cases and provide data‑driven justification for account‑level expansion strategies.
Champion value‑added services (e.g., routing guide support, custom reporting, TMS utilization) to strengthen retention.
Cross‑Functional Coordination
Act as a liaison between the customer and internal stakeholders across Operations, Capacity, Accounting, and Technology.
Ensure internal alignment on service strategy, volume expectations, load prioritization, and communication protocol.
Facilitate internal customer kickoff meetings, post‑implementation reviews, and customer transition efforts.
Communicate changes to customer expectations, contacts, or scope to all relevant internal departments.
Reporting & Analysis
Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
Implement regular scorecards or customized reports that highlight KPIs such as on‑time performance, service failures, volume trends, and claims.
Utilize reporting insights to identify risks, opportunities, or strategic shifts in the customer’s freight network.
Participate in customer audits and ensure supporting documentation is accurate and timely.
Support after‑hours and weekend requirements as needed.
Other duties as required and assigned.
Qualifications Education & Experience
Bachelor’s degree in Business, Supply Chain, or a related field preferred.
3–5 years of experience in logistics, transportation, brokerage operations, or customer‑facing account management.
Technical Skills
Proficiency in Microsoft Excel, PowerPoint, and Outlook required.
Experience using Transportation Management Systems (TMS); MercuryGate or similar platform preferred.
Familiarity with CRM systems, BI tools, and customer reporting dashboards is a plus.
Core Competencies
Strong customer service orientation and relationship management skills.
Excellent written and verbal communication skills across varying levels of internal and external stakeholders.
Analytical thinker with the ability to assess performance data and translate insights into actionable strategies.
Highly organized, with the ability to prioritize and manage multiple accounts and competing tasks.
Proactive, collaborative, and accountable—able to work cross‑functionally to solve problems and deliver results.
Working Conditions This position is performed in a general office setting.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to operate a computer/laptop and telephone, and ability to talk and hear.
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Other
Industries:
Transportation, Logistics, Supply Chain and Storage
Referrals increase your chances of interviewing at RWI Logistics LLC by 2x.
RWI Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
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Customer Success Manager
role at
RWI Logistics LLC
Description The Customer Success Manager (CSM) is responsible for ensuring long‑term customer satisfaction, retention, driving operational excellence, and identifying strategic opportunities for account growth and margin improvement. As the primary point of contact between customers and internal teams, the CSM ensures service levels are consistently met, performance is monitored, and operational barriers are resolved in a timely, proactive manner. This role plays a key part in the company's mission to deliver consistent, reliable logistics solutions and drive sustainable growth through proactive account management and cross‑functional alignment across Operations, Sales, and Carrier Procurement.
Duties And Responsibilities Customer Relationship Management
Serve as the primary point of contact for assigned customer accounts, managing day‑to‑day communication, service escalations, and partnership development.
Develop a deep understanding of each customer’s business, shipping needs, and service expectations.
Proactively communicate updates, performance metrics, and recommendations that demonstrate RWI’s value.
Conduct regular customer check‑ins, QBRs, and planning sessions to maintain alignment and transparency.
Service Execution & Performance Oversight
Collaborate with internal Operations and Carrier teams to ensure freight moves according to customer expectations and contract requirements.
Monitor customer KPIs and load‑level performance daily; investigate exceptions, track trends, and elevate service issues when needed.
Partner with leadership to build action plans for accounts with recurring service challenges or margin pressure.
Support clean data entry, billing accuracy, and process compliance related to customer‑specific SOPs.
Growth Strategy & Opportunity Development
Identify opportunities to grow customer accounts through increased volume, added services, or expanded lane coverage.
Collaborate with Financial Analysts and Capacity teams to support proposal development, rate reviews, and bid activity.
Build internal business cases and provide data‑driven justification for account‑level expansion strategies.
Champion value‑added services (e.g., routing guide support, custom reporting, TMS utilization) to strengthen retention.
Cross‑Functional Coordination
Act as a liaison between the customer and internal stakeholders across Operations, Capacity, Accounting, and Technology.
Ensure internal alignment on service strategy, volume expectations, load prioritization, and communication protocol.
Facilitate internal customer kickoff meetings, post‑implementation reviews, and customer transition efforts.
Communicate changes to customer expectations, contacts, or scope to all relevant internal departments.
Reporting & Analysis
Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
Implement regular scorecards or customized reports that highlight KPIs such as on‑time performance, service failures, volume trends, and claims.
Utilize reporting insights to identify risks, opportunities, or strategic shifts in the customer’s freight network.
Participate in customer audits and ensure supporting documentation is accurate and timely.
Support after‑hours and weekend requirements as needed.
Other duties as required and assigned.
Qualifications Education & Experience
Bachelor’s degree in Business, Supply Chain, or a related field preferred.
3–5 years of experience in logistics, transportation, brokerage operations, or customer‑facing account management.
Technical Skills
Proficiency in Microsoft Excel, PowerPoint, and Outlook required.
Experience using Transportation Management Systems (TMS); MercuryGate or similar platform preferred.
Familiarity with CRM systems, BI tools, and customer reporting dashboards is a plus.
Core Competencies
Strong customer service orientation and relationship management skills.
Excellent written and verbal communication skills across varying levels of internal and external stakeholders.
Analytical thinker with the ability to assess performance data and translate insights into actionable strategies.
Highly organized, with the ability to prioritize and manage multiple accounts and competing tasks.
Proactive, collaborative, and accountable—able to work cross‑functionally to solve problems and deliver results.
Working Conditions This position is performed in a general office setting.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to operate a computer/laptop and telephone, and ability to talk and hear.
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Other
Industries:
Transportation, Logistics, Supply Chain and Storage
Referrals increase your chances of interviewing at RWI Logistics LLC by 2x.
RWI Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
#J-18808-Ljbffr