Logistics Senior Manager, Customer Accounts - Appliance Verticle

Accelerate your career at RXORXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.As Senior Manager, Customer Accounts, you’ll be responsible for leading a team of Managers, Analysts and Specialists to ensure quality of service, retention and growth of key clients for RXO Last Mile. Work directly with Business Development, Client Solutions, Advanced Solutions, Operations, IT and other business units of RXO to fulfill scope of work commitments after onboarding through the life cycle of the client relationship. This is a cross functional client(s) facing role requiring advanced, business knowledge, leadership and relationship management skills supporting revenues of more than $75M annually.What your day-to-day will look like:Plans and monitors customer contact center schedules and operations.Provides management information and productivity forecasts through the analysis of data.Develops, monitors and analyzes key performance indicators.Provides leadership to managers; may also provide leadership to supervisors and/or professional staff.Has accountability for the performance and results of multiple related units. Develops departmental plans, including business, production, operational and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives.Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure resultsWork with clients, IT and field operations managers to coordinate and facilitate effective tests and startupsEnsure clients are proficient in using our online systems; provide training and support as neededPartner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achievedCoordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirementsPromptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely mannerMonitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as neededConduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actionsAt a minimum, you’ll need:5 years of experience in account management or customer service in a leadership positionDemonstrated experience in the direct-to-home delivery marketProficiency with Microsoft Office (Word, Excel, PowerPoint and Project)It'd be great if you also have:Bachelor’s degree in Supply Chain, Logistics or similar fieldAbility to create and maintain accurate, accessible and organized documentationSolid ability to identify new business opportunities and communicate them to the sales organizationStrong listening and questioning skills; excellent verbal and written communication skills Self-motivated and able to work well with minimal supervision or in a team environment; ability to establish and maintain effective, collaborative work relationships both internally and externallyAbility to quickly understand the client, their products and their industryDoes this sound like you? Check out what else RXO has to offer.Why Join Us: Our Benefits Comprehensive medical, dental, and vision plans 401(k) retirement plan with up to 5% company matchPre-tax accounts to help streamline eligible expensesCompany-paid disability and life insuranceEmployee Assistance Program (EAP)Career and Leadership Development ProgramsPaid time off, company holidays, and volunteer days Our CultureOur values are the key to our unique culture and our ability to deliver for everyone we serve.We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships. The Next StepReady to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.SummaryLocation: Marietta, Georgia; Chicago, Illinois; Chattanooga, Tennessee; New York, New York; Arlington, Texas; Charlotte, North Carolina; Houston, Texas; Baltimore, Maryland; Edison, New JerseyType: Full time