RWI Logistics LLC
Overview
The Customer Logistics Manager is responsible for ensuring exceptional service delivery, freight execution, team performance, and compliance across a defined group of customer accounts. This role serves as the key operational leader for execution-focused accounts, combining day-to-day oversight, customer alignment, and internal team development. The Customer Logistics Manager is accountable to ensure all service-level expectations are met, performance metrics are monitored and improved, and team workflows are aligned to internal standards. This position drives consistency in communication, process adherence, and proactive issue resolution.
Duties and Responsibilities Essential duties and responsibilities of the position include but are not limited to:
Customer Execution & Relationship Management: Serve as the senior operational leader for executional resources across designated accounts, ensuring service commitments, contractual obligations, and executional expectations are consistently met.
Customer Execution & Relationship Management: Manage customer-specific requirements including routing guide compliance, SOPs, KPI tracking, and exception reporting.
Customer Execution & Relationship Management: Partner with customers to resolve service-related escalations, ensure communication is timely, clear, and aligned with expectations, and collaborate with internal teams to implement corrective actions.
Customer Execution & Relationship Management: Conduct regular internal service reviews to assess delivery performance, issue resolution, and TMS data integrity.
Team Leadership & Development: Directly supervise and develop team members assigned to the same account group.
Team Leadership & Development: Manage daily workflow, shift coverage, and team capacity to ensure service consistency during peak volumes or off-hours.
Team Leadership & Development: Set clear expectations for service performance, communication standards, and operational accuracy.
Team Leadership & Development: Provide regular coaching, performance feedback, and escalation support for team members to foster a positive team culture centered on accountability, responsiveness, and operational precision.
Team Leadership & Development: Lead team huddles and account check-ins to promote clarity, consistency, and collaboration.
Operational Performance & Process Improvement: Monitor account-level KPIs including on-time pickup/delivery, exception frequency, tracking compliance, and TMS data accuracy (customer, operational, financial).
Operational Performance & Process Improvement: Identify recurring service issues and lead root cause analysis with internal stakeholders to prevent reoccurrence.
Operational Performance & Process Improvement: Maintain and update account documentation, including customer-specific workflows, SOPs, escalation plans, and key contact directories.
Operational Performance & Process Improvement: Partner with department leadership and peers to identify and implement operational improvements in communication, service execution, or reporting.
Operational Performance & Process Improvement: Oversee carrier performance by monitoring KPIs, guiding corrective action plans, and supporting the team in developing strong carrier relationships to ensure reliable, cost-effective capacity.
Reporting & Analysis: Oversee and/or execute customer reporting requirements and ensure scorecards, daily updates, and service recaps are accurate and delivered on schedule.
Reporting & Analysis: Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
Reporting & Analysis: Utilize reporting tools for insights that highlight KPIs such as on-time performance, service failures, and volume trends to identify risks, opportunities, or strategic shifts in the customer’s freight network.
Reporting & Analysis: Participate in customer service and communication audits and ensure supporting documentation is accurate and timely.
Reporting & Analysis: Lead Monthly Business Reviews by preparing content, leading/facilitating meetings, and handling follow-up actions.
Reporting & Analysis: Responsible for leading Continuous Improvement programming including identifying opportunities, quantifying savings, implementing initiatives, and measuring results.
Other Duties: Perform additional assignments and project support as required and assigned.
Other Duties: Support after-hours and weekend requirements as needed. Available for after-hours and weekend escalations.
Qualifications Qualifications to perform the job successfully include:
Education & Experience
Bachelor’s degree in Business, Supply Chain, or a related field preferred.
3+ years of experience in logistics, managed transportation, brokerage operations, or customer-facing account management preferred.
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, self-motivated, 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.
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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Duties and Responsibilities Essential duties and responsibilities of the position include but are not limited to:
Customer Execution & Relationship Management: Serve as the senior operational leader for executional resources across designated accounts, ensuring service commitments, contractual obligations, and executional expectations are consistently met.
Customer Execution & Relationship Management: Manage customer-specific requirements including routing guide compliance, SOPs, KPI tracking, and exception reporting.
Customer Execution & Relationship Management: Partner with customers to resolve service-related escalations, ensure communication is timely, clear, and aligned with expectations, and collaborate with internal teams to implement corrective actions.
Customer Execution & Relationship Management: Conduct regular internal service reviews to assess delivery performance, issue resolution, and TMS data integrity.
Team Leadership & Development: Directly supervise and develop team members assigned to the same account group.
Team Leadership & Development: Manage daily workflow, shift coverage, and team capacity to ensure service consistency during peak volumes or off-hours.
Team Leadership & Development: Set clear expectations for service performance, communication standards, and operational accuracy.
Team Leadership & Development: Provide regular coaching, performance feedback, and escalation support for team members to foster a positive team culture centered on accountability, responsiveness, and operational precision.
Team Leadership & Development: Lead team huddles and account check-ins to promote clarity, consistency, and collaboration.
Operational Performance & Process Improvement: Monitor account-level KPIs including on-time pickup/delivery, exception frequency, tracking compliance, and TMS data accuracy (customer, operational, financial).
Operational Performance & Process Improvement: Identify recurring service issues and lead root cause analysis with internal stakeholders to prevent reoccurrence.
Operational Performance & Process Improvement: Maintain and update account documentation, including customer-specific workflows, SOPs, escalation plans, and key contact directories.
Operational Performance & Process Improvement: Partner with department leadership and peers to identify and implement operational improvements in communication, service execution, or reporting.
Operational Performance & Process Improvement: Oversee carrier performance by monitoring KPIs, guiding corrective action plans, and supporting the team in developing strong carrier relationships to ensure reliable, cost-effective capacity.
Reporting & Analysis: Oversee and/or execute customer reporting requirements and ensure scorecards, daily updates, and service recaps are accurate and delivered on schedule.
Reporting & Analysis: Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
Reporting & Analysis: Utilize reporting tools for insights that highlight KPIs such as on-time performance, service failures, and volume trends to identify risks, opportunities, or strategic shifts in the customer’s freight network.
Reporting & Analysis: Participate in customer service and communication audits and ensure supporting documentation is accurate and timely.
Reporting & Analysis: Lead Monthly Business Reviews by preparing content, leading/facilitating meetings, and handling follow-up actions.
Reporting & Analysis: Responsible for leading Continuous Improvement programming including identifying opportunities, quantifying savings, implementing initiatives, and measuring results.
Other Duties: Perform additional assignments and project support as required and assigned.
Other Duties: Support after-hours and weekend requirements as needed. Available for after-hours and weekend escalations.
Qualifications Qualifications to perform the job successfully include:
Education & Experience
Bachelor’s degree in Business, Supply Chain, or a related field preferred.
3+ years of experience in logistics, managed transportation, brokerage operations, or customer-facing account management preferred.
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, self-motivated, 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.
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