Customer Success Manager

Plastic Express•Pasadena, TX

1d•Hybrid

About The Position

This position is directly responsible for the management of the company’s Rail Clerical department. Provides consistent leadership, coaching, and performance management. Direct daily management to include: daily communication with customers, and railroads, maintaining inventories, management of the RAN system, employee development, employee counseling, employee discipline and training, record keeping and communication of issues with management. The Rail Customer Success Manager will be supported by a Rail Supervisor for this site. This role works closely with the Safety Director, Quality Manager, Rail Operations, Customer Success representatives (CSR’s), Trucking department and Sales department. Must oversee the department to meet KPI targets and goals.

Requirements

High school diploma or equivalent.
Minimum of five years of progressively responsible experience in rail, logistics, transportation, customer service, or operations.
Prior supervisory or management experience.
Working knowledge of railcar inventory management, railcar tracking, releases, bills of lading, and customer service operations.
Excellent interpersonal, communication and organizational skills.
Must have the ability to think independently and make decisions that are in the company’s best interest.
Strong analytical abilities for planning, forecasting, inventory management, product scheduling, and product balancing.
Must be multi-task oriented with the ability to handle many activities simultaneously.
Computer proficiency in a Windows environment, especially using Excel spreadsheets and business management systems along with customer interface systems.

Nice To Haves

Bachelor’s degree in business administration, logistics, supply chain management, transportation, or a related field.
Five to ten years of experience in rail, transportation, logistics, terminal operations, or a related industry.
Experience managing a rail customer service, rail coordination, logistics, or transportation team.
Knowledge of demurrage, switching operations, railroad terminology, railcar billing, and rail-service issue resolution.
Experience with TMS, WMS, railcar tracking, RAN, and customer-interface systems.

Responsibilities

Supervise the Rail Coordinator Supervisor and Rail Coordinators, including assigning work, establishing priorities, monitoring performance, and maintaining appropriate staffing.
Provide coaching, training, performance evaluations, and corrective guidance in coordination with Human Resources and the AVP of Rail Operations.
Develop and maintain departmental training materials and support the implementation of new and revised SOPs.
Ensure employees are trained on assigned responsibilities, systems, safety procedures, SOPs, and customer requirements.
Promote professionalism, teamwork, accountability, continuous improvement, and the company’s safety culture.
Review employee time records and maintain required training and performance documentation.
Oversee daily railcar inventory, coordination, releases, bills of lading, Railcar Authorization Numbers, invoice disputes, and RAN-system activities.
Maintain accurate physical and electronic railcar inventories and work toward 100% inventory accuracy.
Communicate effectively with customers, railroads, local operating authorities, and internal departments.
Serve as the primary escalation point for customer and operational issues and ensure concerns are investigated, communicated, and resolved timely.
Monitor departmental KPIs, including inventory accuracy, railcar-release timeliness, BOL completion, billing dispute resolution, customer response times, and required documentation.
Identify performance gaps and recurring service issues and implement or recommend corrective actions.
Provide operational and KPI updates to the AVP of Rail Operations.
Support the development, implementation, and continuous improvement of departmental processes and training materials.
Maintain a safe work environment and ensure employees comply with applicable company policies, safety requirements, and laws.
Conduct or supervise required safety meetings, including personally conducting a documented meeting with Rail staff at least once per calendar month.
Maintain the confidentiality of employee, customer, pricing, operational, and proprietary company information.
Maintain required operational, safety, and training records and submit employee-relations documentation to Human Resources.
Cross-train in all departments as required, to assist on the development of training aids, including but not limited to: Inventory Management, Material Handling of PE Issued Equipment, Rail & Switching Operations, Rail Terminal Inventory Management & Software, and any additional programs as assigned.
Ensure SOP’s are rolled out and training completed.
Actively seek to support implementation of and contribute ideas and suggestions for continuous improvement, may perform quality-control tasks.
Maintains and assists in development of training methods/procedures.
Duties and responsibilities may be added, deleted and/or changed at any time at the discretion of the management.