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Customer Logistics Manager

3 months ago

Meridian charter Township, United States RSI Logistics, Inc. Full time

RSI Logistics/Trinity Industries is searching for a Client Logistics Manager in our Okemos, MI office


This critical role is responsible for the operational function(s) of assigned work group(s) in RSI Logistics team. The position has direct interaction and provides leadership and coaching for employees, ensures compliance with company and location policies, procedures and work instructions to provide a safe and productive work environment, optimum client service and accurate records.


As a Client Logistics Manager, you will interact with carriers and/or clients depending on the complexity and scope of the organization. All work is subject to review by the leaders from applicable departments such as Finance, Human Resources, Safety, etc., as error could result in client dissatisfaction, loss of profit, safety or security incidents.


What you’ll do:

  • Develop a trusted advisor relationship with key client stakeholders
  • Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations
  • Forecast and track key client metrics
  • Take ownership of client issues and follow problems through to resolution
  • Prioritize and organize work, along with strong follow-up, analytical, problem solving and sound decision-making skills that support individual and team goals
  • Effectively and professionally communicate in both verbal and written forms with clients, employees, peers and management
  • Provide leadership to Logistics Coordinators in order to best service accounts. Additionally, share learning opportunities to help them excel through encouragement and empowerment
  • Create and develop professional relationships within all levels of the organization (peers, work groups, clients, supervisors) Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, clients, supervisors)
  • Communicate daily goal(s) in applicable work areas
  • Devise, communicate and implement plans to obtain operational goals; work with and motivate employees to ensure goal achievement; provide progress or constraint updates to management and implement corrective measures as needed
  • Provide leadership for employees through in-depth training and continuous review of employee understanding of policies, procedures and processes; create a productive work environment through effective communication, coaching, motivating and leading by example
  • Identify and/or solve operational issues with all account(s) by implementing continuous improvement and efficiencies, to strengthen team unity, goals, productivity and results
  • Build process and cadence related to client success, maintain CRM data utilizing cloud-based software
  • Educate and promote the use of RSI’s proprietary software
  • Oversee and be proactively build Customer communication protocols to manage and exceed expectations
  • Apply and develop core Customer Management skills including rail industry technical acumen throughout the team
  • Develop and enhance service procedures, polices, and standards
  • Support and aid in the development of system and process training for employees in applicable areas
  • Perform administrative functions to include tracking time on client and performance feedback
  • Assign employees to individual tasks and ensure required tools are available
  • Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project in addition to successful delivery of solutions
  • Ensures that all processes and procedures are completed, quality standards are met, and that project are profitable
  • Able to handle challenging conversations (internally and externally), by creating workable solutions for the Customer and Business
  • Create a “one team” mindset and environment in support of creating a customer experience culture


What you'll need:

  • Bachelor's degree specializing in Logistics, Supply Chain or other relevant field or equivalent work experience
  • Minimum 3 years in a relevant field, including customer relationship management and direct supervisory experience working directly with large fortune 500 companies
  • Rail Transportation experience preferred
  • Technical background with logistics, supply chain and business acumen necessary
  • Technologically savvy, familiar with CRM systems, SaaS, and big data


Other knowledge, skills and abilities:

  • In-depth understanding of company services and effective client communication
  • Proven experience in account management or relevant roles
  • Strong ability to communicate, present, and influence at all organizational levels
  • Experience in delivering client-focused solutions
  • Proven project management skills
  • Excellent listening, negotiation, and presentation abilities
  • Superior verbal and written communication skills
  • Capability to conduct periodic on-site client visits
  • Ability to work independently and as part of a team
  • Adaptability and self-motivation in a fast-paced environment
  • Multitasking proficiency and strong organizational and time management skills
  • Detail-oriented with excellent follow-up practices
  • DOT and Hazmat knowledge (intermediate level) may be required for some accounts
  • Strong process, data, and problem-solving skills
  • Collaborative and accountable, capable of building strong business partnerships
  • Strong business maturity and acumen