Customer Solutions Coordinator

RJW Logistics Group; Lockport (IL); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Ownership Program (Employee Ownership)

401(k) matching

Medical/Dental/Vision

Flexible spending account

Health savings account

Paid time off

Sick Days

Disability Insurance

Job summary

RJW Logistics Group is seeking a Customer Solutions Coordinator to serve as the internal point of contact for resolving issues beyond normal operations. You will coordinate workflow across departments, log issues, and analyze data for KPIs and root-cause action.

This hybrid role requires strong communication, data entry in logistics software, problem solving, and the ability to work under pressure while supporting customer satisfaction.

Qualifications

• 1 year related experience.
• High School education required; college preferred.
• Strong data interpretation and KPI focus.
• Ability to read, analyze, and interpret general business materials.

Responsibilities

• Identify issues with root cause analysis while maintaining issue logs for KPIs.
• Troubleshoot complex problems and coordinate with departments to reach resolutions.
• Work cross-functionally with other departments to research issues and ensure resolution.
• Analyze current SOPs and contribute to continuous improvement with cross-functional teams.
• Act as internal SME for the customer facing Account Management team to drive timely resolutions.
• Oversee priority requests and manage internal communications to meet timelines.
• Perform other duties as assigned by the Business Solutions Supervisor or Manager.
• Serve as a company resource with a strong focus on customer needs and satisfaction.

Skills

Verbal & written communication

Cross-functional collaboration

Problem solving

Attention to detail

Multi-tasking

Data entry

Education

High School diploma

College preferred

Tools

Logistics software

Job description

RJW Logistics Group is HIRING!

OUR PEOPLE ARE OUR FUTURE. THAT’S WHY THEY COME FIRST.

RJW is dedicated to hiring and developing talent who want to make an impact and be a part of an industry-leading organization. At RJW, we are committed to our employees’ success and to producing continuous innovation that drives the retail logistics industry forward.

Employee Ownership Program

• Ownership Stake: Become a co-owner of the company and take pride in knowing that your hard work directly contributes to your own financial growth and the company’s prosperity.
• Financial Rewards: Enjoy the potential for increased earnings through share appreciation.
• Sense of Belonging: Feel a deeper connection and commitment to your work as you become an integral part of the company's journey and success story.
• Community and Collaboration: Join a community of like-minded individuals who are equally invested in the company's mission and vision, fostering a collaborative and supportive work environment.
• Cost: Maybe the best detail about this program is that it cost nothing to you. As long as you are employed with RJW, you will enjoy the benefits of the program. Additionally, shares will be given to you on a yearly basis based on salary.

Benefits

• 401(k) matching
• Medical/Dental/Vision insurance
• Employee discount
• Flexible spending account
• Health savings account
• Paid time off
• Sick Days
• Long-term Disability Insurance
• Short-term Disability Insurance
• Accidental Insurance
• Critical Illness Insurance
• Disability Insurance

Job Purpose:

The Customer Solutions Coordinator will serve as the internal point of contact for resolving issues that fall outside normal operations. This role will also be responsible for coordinating workflow across various departments and managing administrative and research-related tasks. The Business Solutions Coordinator will be responsible for logging issues as they are brought to their attention and will be focused on KPIs to determine larger trends within the operation that need to be addressed. The position will require strong data interpretation skills with a focus on continuous improvement and root cause analysis.

Essential Duties And Responsibilities

• Identify issues with an eye on root cause analysis while maintaining issue logs for tracking KPIs.
• Improve efficiency by troubleshooting complex problems and coordinating with different departments to reach issue resolutions.
• Work cross-functionally with other departments to help with research issues and ensure resolution.
• Analyze current SOPs and assist in the development of continuous improvement with cross functional teams.
• Act as a internal SME for customer facing Account Management team to drive effective and timely resolutions for customer satisfaction.
• Oversee priority requests and manage communication flow with internal teams to ensure the expected projected completion timelines are met.
• Perform other duties and tasks assigned by the Business Solutions Supervisor or Manager.
• Serve as a company resource with a strong focus on customer needs and satisfaction.

Additional Responsibilities:

• Excellent verbal and written skills.
• Knowledge and ability to enter data in Logistics software.
• Excellent problem solving and resolution skills.
• Ability to work under pressure situations.
• Ability to Multi-task.
• Detail oriented.
• General office management experience.

Qualifications:

1 year related experience.

Education and/or Experience Required:

• High School education required.
• College or some college preferred.

Language Skills Sets:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine 'root cause' of problem and determine corrective action.

Computer Skills:

To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, and Spreadsheet software.

Physical Demands:

• Must be able to occasionally lift and/or move up to 25 pounds.
• Must be able to activate phone systems utilizing keyboards and buttons.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk.
• Must be able to work in excess of continuous 8 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must be able to speak and communicate clearly over telephones.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Work Environment:

Hybrid environment

Employer Rights:

This job description is intended to provide general information about the Customer Solutions Coordinator position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Customer Solutions Coordinator, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.

Employment-At-Will:

It is the Company's policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company's Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period.

Just as our associate's, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.