Customer Operations Manager: Vehicle
RPM is an international non-asset-based logistics and supply chain solutions company. Our focus is to provide customizable solutions tailored to support today’s complex supply chains. As one of the fastest-growing logistics companies in North America, RPM executes thousands of shipments per month through a combination of digital innovations and an unwavering commitment to customer success. RPM has evolved as a disruptive and differentiated, end-to-end transportation service provider, to meet the ever-changing needs of its customers.
RPM proudly services some of the most recognizable and transformative companies in the world as The Driving Force in Logistics™Your RoleThe Operations Manager role is integral to our continued success and mission to remove the complexity from logistics. You need to be a team player, dedicated to your customer, passionate about our industry, and disciplined to do what it takes to get the job done. If you are energized by overcoming challenges, providing a high level of customer service, and developing other team members, then accelerate your career with our rapidly growing company.
We empower our employees to take charge and step up to any challenge. The Operations Manager cultivates a positive and encouraging work environment and promotes team cohesiveness with the purpose of providing our customers a best-in-class experience with RPM. Operations Managers possess the knowledge of all aspects of their customers’ needs, are able to train their team to meet those needs effectively and efficiently and are looking for ways to provide improvements to enhance our customer and employee experience. They are the backbone of our team and ensure the overall success RPM achieves. They work together with upper management on staffing needs, process improvements, and growth opportunities. Day-to-Day Responsibilities
- Ensure all customer day to day needs are met and the operations team is functioning without issue. Be able to jump into the operations when business or staffing shortages dictate
- Collaborate with IT to fix any issues impacting customer engagement
- Review monthly & quarterly performance to each customer's KPIs and monitor trending performance to proactively identify any problem areas
- Proactively identify areas for service and profitability improvement and implement strategies to enhance customer satisfaction
- Ensure ops team is meeting all customer expectations; escalate and communicate any challenges with proposed solutions for approval
- Create SOPs and keep all SOPs up to date with accurate information
- Engage with pricing and sales reps on customer opportunities. Assist with short term project pricing or ad hoc pricing
- Provide all team members with proper training on internal processes and customer specific SOPs
- Meet with team members regularly to provide feedback and coaching; deliver annual reviews honestly
- Prioritize a high level of employee and customer engagement
Preferred Qualifications
- 4+ years of logistics experience
- Customer service/support background
- Strong organizational and interpersonal skills
- Ability to manage multiple projects
- Driven team player
Compensation and Benefits
- Base + VC (based on achieving company goals)
- BCBS (medical), Delta Dental & VSP (vision)
- Life insurance, short & long-term disability – paid by RPM
- Maternity & Paternity Leave
- 401(k) with generous employer match
- Unlimited PTO – use it!
Come as You AreRPM is an Equal Opportunity Employer. RPM does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.This job description is intended to define the general nature of the work performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills of employees in this role.
All our employees may be required to perform duties outside of their normal responsibilities from time to time.Recruitment Agency NotificationRPM does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, RPM employees, or any other company location. RPM is not responsible for any fees related to unsolicited resumes.
