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Logistics Customer Operations Manager

4 months ago

Troy, United States BlueGrace Logistics Full time

We are seeking an in office Operations Manager with strong LTL experience. This role is a data driven, detailed oriented, project focused position established to serve the customer. Success is predicated on a collaborative management style driven by critical thinking, strategy development and timely execution in a fast-paced work environment. This position is managing accounts and not managing people.

What’s in it for you?

  • One-week classroom-based orientation and training
  • Medical, Dental, Vision, Long/Short term disability, life insurance options available
  • 401K Program
  • An award-winning culture with unique perks, including Monthly Lunch & Learns, "Thank You” Lunch Provided each Friday, Employee Resource Groups and access to 1,800 courses through our Learning Management System, BG University


What you’ll do:

  • Daily communication between the Customer and BG internal teams as it relates to the customer’s operations
  • Proactively manage the operations dashboard ensuring BG is meeting and exceeding the service commitments to the customer
  • Identify logistics trends and work with the customer and enterprise team to mitigate any risks and act on opportunities for improvement
  • Manage any immediate systemic issues such as to systemic service failures, critical delays, multiple billing issues, and any other systemic concerns affecting the stability and health of the customer account
  • Deliver Weekly review and monthly report outs to the customer based on their requirements
  • Develop, facilitate and implement account-specific projects. Responsible for executing milestones, updating and tracking progress, and communication completion for internal and customer visibility.
  • Calculating the ROI and impact for projects and communicating value provided.
  • Perform root cause analysis for any issues or concerns pertaining to accounts. Document the issues, develop project corrective action, and lead the project to successful solution meeting or exceeding the customer’s expectations.
  • Escalation of client critical issues to upper management and follow up with solutions
  • Create presentations, documents and spreadsheets to help manage customer accounts and share appropriate data with accounts.
  • Communicate with internal BlueGrace departments to keep the clients internal account functioning efficiently and effectively.


What you’ll need:

  • Bachelor's degree in supply chain field or equivalent combination of education and experience.
  • 5 or more years of experience in operational warehouse, freight/transportation purchasing role.
  • Experience working with big box retail companies
  • Ability to write business and other related reports and correspondence as an industry subject matter expert.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to analyze all aspects of transportation data to report in clear and meaningful metrics.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Experience working in ERP/WMS systems and Microsoft Office Suite