Customer Logistics Manager

Fort Thomas, KY - USA

Monthly Salary: Not Disclosed

Posted on: 26-10-2025

Vacancies: 1 Vacancy

Job Summary

Customer Logistics Manager

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.

Team Leadership & Development

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.

Operational Performance & Process Improvement

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.

Reporting & Analysis

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 customers 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.

Other Duties:

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

Qualifications to perform the job successfully include:

Education & Experience:

Bachelors 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 accountableable 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.

Required Experience:

Manager

Customer Logistics ManagerDescriptionThe 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 co...