Retail Logistics Customer Success Manager

RJW Logistics Group; Romeoville (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

RJW Logistics Group seeks a Customer Service Manager of Retail Logistics to oversee the CSS team, drive service excellence, and coordinate with sales to resolve issues. You will mentor staff, manage KPIs, and lead process improvements to support profitability and customer satisfaction.

Reporting to the Director of Operations, you will work closely with the CSS Supervisor/Lead to train staff, manage data entry in logistics software, and develop programs that upsell services while maintaining high

Qualifications

• 3 years experience in customer service in the logistics/transportation field and/or retail market.
• Minimum 1 year supervisory experience.
• College or some college preferred.

Responsibilities

• Mentor-ship of team members and leadership of the CSS group.
• High level metrics analysis and reporting to drive performance.
• Hiring new members and building a strong team.
• Knowledge management development and reporting to capture best practices.
• Program development and upsell of additional products/services.
• KPI management and reporting to monitor service levels.
• Develop and maintain key relationships with customers and sales reps.
• Oversee process management to improve service delivery.
• Onboarding management for new staff and ongoing training.
• Profitability management within the department.

Skills

Mentorship

KPI management

Hiring

Knowledge management

Problem solving

Data entry

Multi-tasking

English communication

Education

College or some college preferred

Tools

Logistics software

Office software

KPI reporting

Spreadsheet software

Job description

RJW Logistics Group seeks a Customer Service Manager of Retail Logistics to oversee the CSS team, drive service excellence, and coordinate with sales to resolve issues. You will mentor staff, manage KPIs, and lead process improvements to support profitability and customer satisfaction.

Reporting to the Director of Operations, you will work closely with the CSS Supervisor/Lead to train staff, manage data entry in logistics software, and develop programs that upsell services while maintaining high