Customer Success Lead

RBW Logistics Corp•Augusta, GA

10d•Onsite

About The Position

RBW is seeking a Customer Success Lead to own the governance, execution, and daily discipline behind inventory control, cycle count accuracy, Book-to-Book reconciliation, damage management, scorecard cadence, and yard management coordination at the Augusta campus. This role ensures Key Customer (KC) confidence is earned through consistent, compliant performance. RBW emphasizes intentional, dependable service, creative problem-solving, and treating all partners with respect. Team members are empowered to contribute to a compelling customer experience through clear communication and by supporting customers. Continuous improvement and innovation are key, with team members encouraged to seek new perspectives, adopt new methods, and adapt to changing conditions.

Requirements

High school diploma or GED, or equivalent combination of education and experience.
Demonstrated experience building or enforcing operational compliance standards, not just following them.
Proficiency with a warehouse management system (Deposco or comparable WMS), able to run reports, work exception queues, investigate transaction histories, and identify system-to-physical discrepancies.
Comfortable with Microsoft Excel for data tracking, variance analysis, and scorecard production.
Ability to read, interpret, and produce operational documentation: SOPs, count sheets, reconciliation reports, and damage logs.
Familiarity with RF scanning equipment and handheld WMS devices.
Operational discipline: follows procedures, enforces standards, and holds the line even when it's inconvenient.
Ownership mindset: takes personal accountability for the compliance outcomes this role is hired to produce; does not wait to be asked.
Analytical focus: able to look at exception data, count accuracy trends, and damage rates and identify what is driving the problem.
Coaching orientation: builds frontline capability through direct instruction, observation, and consistent feedback rather than just issuing directives.
Clear communication: documents findings accurately, reports status concisely, and escalates issues with enough context that the recipient can act immediately.
Steady under pressure: the highest-demand moments for this role require composure and methodical execution, not reactive improvisation.
3–5 years of warehouse operations experience with direct involvement in inventory control, cycle counting, or compliance-related functions.

Nice To Haves

Associate or bachelor's degree in supply chain, logistics, or operations management.
Prior experience in a 3PL or contract warehousing environment; experience supporting a large enterprise client account is a strong plus.
Experience with Deposco or a comparable WMS at an operational level.

Responsibilities

Serve as the named compliance owner of the Inventory Control Compliance (ICC) program for the Augusta building.
Support and assist the ICC governance structure, including role assignments, meeting cadence, escalation paths, and documentation standards.
Support oversight of the ICC action log, tracking open items, deadlines, and resolution owners.
Escalate unresolved ICC gaps to the Site Operations Manager with a clear summary of risk, steps taken, and recommended path forward.
Report and sustain the Book-to-Book (B2B) inventory reconciliation process across both buildings.
Execute weekly B2B reconciliation on schedule, documenting all variances with root cause, responsible party, and resolution timeline.
Prepare monthly B2B summary reports for internal review and CS-facing delivery to KC.
Identify systemic reconciliation failures and drive corrections through operations.
Ensure the B2B process is documented in a standing SOP and train all relevant staff on the procedure.
Manage and communicate with the customer in the required daily and on-demand cycle count program for both buildings in coordination with the Inventory Control team.
Track count accuracy against KC-defined thresholds and maintain a rolling exception log with trend data.
Identify count accuracy failures at the individual, location, and process level.
Coordinate targeted recount to IC Team and audit activity when accuracy falls below threshold.
Report cycle counts weekly performance, surface accuracy trends, and corrective actions in the daily management routine.
Report compliance with RBW's damage management control personnel and verify if procedures are compliant for both inbound and outbound products.
Ensure daily documentation of all damage events from ops in the WMS and on paper logs as required.
Conduct regular inbound audits to verify damage claim documentation is accurate, complete, and submitted on time.
Track/Report damage rates by building, shift, and handler type; identify recurring patterns and drive targeted corrective action.
Escalate damage events above defined thresholds to the Site Operations Manager and CS Site Lead for customer-facing communication.
Own the production and delivery of the KC operational scorecard on its defined cadence.
Define and enforce the daily management routine structure across both buildings: shift start meetings, shift handoffs, exception escalation, and close-of-day documentation.
Ensure operational improvements are embedded into daily routines.
Track leading indicators and use them to get ahead of scorecard failures.
Partner with the CS Site Lead to ensure the scorecard reflects operational reality and that any metric requiring explanation is surfaced proactively with context.
Own the daily coordination between the RBW operations team and the RBW trucking team on yard activity at the Augusta campus.
Establish and maintain a yard management routine: trailer assignments, dock door scheduling, gate check-in/check-out discipline, and yard position tracking.
Serve as the point of contact when ops and trucking priorities conflict; resolve sequencing disputes at the operational level.
Ensure inbound trailer availability aligns with the receiving schedule, and outbound trailers are staged, sealed, and released on time.
Track yard exceptions and surface patterns to the Site Operations Manager.
Document the yard management SOP for the Augusta campus.
Maintain real-time yard visibility in coordination with the WMS and any yard management tools in use.

Benefits

medical, dental, vision, and life insurance
short- and long-term disability
voluntary life coverage
401(k) with up to a 4% company match
annual incentive bonus opportunity
six paid holidays
two float holidays
Paid Time Off (PTO) accrued per pay period
Vacation Time after one year of full-time service
Employee Assistance Program (EAP) supporting mental health, financial, wellness, and family-care needs
coaching, training, hands-on experience, and mentoring