Customer Logistics Manager
2 days ago
Description
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.
- Manage customer-specific requirements including routing guide compliance, SOPs, KPI tracking, and exception reporting.
- 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.
- Conduct regular internal service reviews to assess delivery performance, issue resolution, and TMS data integrity.
- Directly supervise and develop team members assigned to the same account group.
- Manage daily workflow, shift coverage, and team capacity to ensure service consistency during peak volumes or off-hours.
- Set clear expectations for service performance, communication standards, and operational accuracy.
- Provide regular coaching, performance feedback, and escalation support for team members to foster a positive team culture centered on accountability, responsiveness, and operational precision.
- Lead team huddles and account check-ins to promote clarity, consistency, and collaboration.
- Monitor account-level KPIs including on-time pickup/delivery, exception frequency, tracking compliance, and TMS data accuracy (customer, operational, financial).
- Identify recurring service issues and lead root cause analysis with internal stakeholders to prevent reoccurrence.
- Maintain and update account documentation, including customer-specific workflows, SOPs, escalation plans, and key contact directories.
- Partner with department leadership and peers to identify and implement operational improvements in communication, service execution, or reporting.
- 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.
- Oversee and/or execute customer reporting requirements and ensure scorecards, daily updates, and service recaps are accurate and delivered on schedule.
- Monitor and manage reporting tools to provide internal and external stakeholders with clear visibility into performance.
- 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.
- Participate in customer service and communication audits and ensure supporting documentation is accurate and timely.
- Lead Monthly Business Reviews by preparing content, leading/facilitating meetings, and handling follow-up actions.
- Responsible for leading Continuous Improvement programming including identifying opportunities, quantifying savings, implementing initiatives, and measuring results.
- Perform additional assignments and project support as required and assigned.
- Support after-hours and weekend requirements as needed. Available for after-hours and weekend escalations.
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.
- 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.
- 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.
-
Customer Success Manager
2 weeks ago
Fort Thomas, KY, United States RWI Logistics Full timeCustomer Success Manager Description RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth, customer retention, and operational excellence within the logistics and transportation industry. This role is responsible for managing key customer relationships, ensuring high service performance, identifying upsell...
-
Customer Success Manager
1 week ago
Fort Thomas, KY, United States RWI Logistics Full timeCustomer Success Manager Description RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth, customer retention, and operational excellence within the logistics and transportation industry. This role is responsible for managing key customer relationships, ensuring high service performance, identifying upsell...
-
Customer Success Manager
2 weeks ago
Fort Thomas, KY, United States RWI Logistics Full timeCustomer Success Manager Description RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth, customer retention, and operational excellence within the logistics and transportation industry. This role is responsible for managing key customer relationships, ensuring high service performance, identifying upsell...
-
Customer Success Manager
2 days ago
Fort Thomas, KY, United States RWI Logistics Full timeCustomer Success Manager Description RWI Logistics is seeking a Customer Success Manager (CSM) with a strong focus on strategic account growth, customer retention, and operational excellence within the logistics and transportation industry. This role is responsible for managing key customer relationships, ensuring high service performance, identifying upsell...
-
Supply Chain Co-op
5 days ago
Fort Thomas, KY, United States RWI Logistics Full timeNO Relocation or housing providing ONLY UNDERGRADUATES currently enrolled for Summer/Fall 2026 semester. MUST be able to work a full-time schedule (40 hours/week). Description This role is required to work independently and in a team environment to perform a variety of operational duties, and support operational projects and initiatives to deliver results...
-
Supply Chain Co-op
3 days ago
Fort Thomas, KY, United States RWI Logistics Full timeNO Relocation or housing providing ONLY UNDERGRADUATES currently enrolled for Summer/Fall 2026 semester. MUST be able to work a full-time schedule (40 hours/week). Description This role is required to work independently and in a team environment to perform a variety of operational duties, and support operational projects and initiatives to deliver results...
-
Carrier Procurement Specialist
1 week ago
Fort Thomas, KY, United States RWI Logistics Full timeCarrier Procurement Specialist Description The Carrier Procurement Specialist is responsible for securing the right carrier at the right price and time to ensure the successful movement of customer freight. This role plays a vital role in supporting the company's capacity strategy by sourcing, developing, and maintaining strong relationships with motor...
-
Carrier Procurement Specialist
2 weeks ago
Fort Thomas, KY, United States RWI Logistics Full timeCarrier Procurement Specialist Description The Carrier Procurement Specialist is responsible for securing the right carrier at the right price and time to ensure the successful movement of customer freight. This role plays a vital role in supporting the company's capacity strategy by sourcing, developing, and maintaining strong relationships with motor...
-
Logistics Gate Officer
1 week ago
Fort Thomas, KY, United States ConGlobal Full timeLaunch Your Career with ConGlobal ConGlobal is hiring immediately for a crucial role in our global supply chain operations. This position is perfect for those looking to grow their career or acquire new skills, offering paid training, competitive pay, excellent benefits, and long-term advancement opportunities. Location: 3155 E. Sharon Road Sharonville, Ohio...
-
Fort Thomas, KY, United States Wyler Full timeExperienced Automotive Parts Advisor / Automotive Parts Counter PersonJeff Wyler Collision Center in Wilder, KY has your next career opportunity! Join our dynamic team!Are you ready to take your career to the next level? Jeff Wyler Collision Center of Wilder, KY is seeking an enthusiastic, experienced Automotive Parts Advisor / Parts Counter Person to join...
