Director, Transportation Customer Success

Cardinal Health

About The Position

What Transportation contributes to Cardinal Health Operations is responsible for materials handling and product distribution in a distribution or manufacturing environment. Includes warehousing and fulfillment of materials and products, transportation, inventory management as well as demand, supply and manufacturing planning. Transportation is responsible for the movement of materials and products between suppliers, manufacturing, warehousing and the customer. Management of transportation assets and systems to gain greater service, cost efficiency and optimization of processes. Reporting to the Vice President, Transportation, the Director, Transportation Customer Success is a key leader within Pharmaceutical & Specialty Solutions (PSS) Transportation team, responsible for the direct communication to customers, managing transportation systems, optimizing delivery performance, and supporting strategic transportation initiatives. This high-impact role manages a global team with responsibility for the customer experience with our 40,000 daily deliveries, 2,000 monthly customer service calls and 600 monthly routing intake requests. This role also leads the transportation component of customer onboarding, ensuring seamless integration of system requirements and operational processes. Interested candidates must be willing to work Eastern Standard Time hours.

Requirements

10+ years of progressive Transportation or Logistics leadership experience, preferred
Bachelor’s degree in Business Administration with a concentration is Transportation & Logistics/Supply Chain Management, or equivalent work experience, preferred
Application experience using Supply Chain Management through ERP, TMS and WMS
Demonstrated skills in leadership, business planning, financial analysis, negotiation, and customer satisfaction skills.
Ability to work effectively in a business environment characterized by complexity, ambiguity, and rapid change.
Ability to establish clear priorities quickly and work effectively under pressure, handle multiple projects and meet deadlines.
Positive attitude, collaborative interpersonal skills and leadership skills, ability to build a cohesive, focused, and motivated team.
Ability to articulate with strong presentation skills, excellent written communication abilities, and should provide strong negotiating skills.
Demonstrated ability to effectively resolve customer complaints and problems and restore/maintain business.
High personal integrity and ethics with uncompromising standards.

Nice To Haves

Advanced degree, preferred
Experience in logistics/operations, finance, and process improvement preferred
Experience in customer success and/or implementations/onboarding, with a focus on logistics systems is preferred
Ability to manage multiple customer accounts, deadlines, and additional job responsibilities

Responsibilities

Hire, supervise, train and develop the Transportation Customer Success team in both the US and the Philippines.
Proactively identify risks related to transportation execution, onboarding and systems integrity.
Promote knowledge sharing and cross-training to build team capability and resilience.
Escalate critical issues and lead resolution efforts in partnership with relevant teams.
Review daily Pharma FDC on-time departure reports.
Analyze delivery performance and generate daily courier scorecards and shipment-level drilldowns.
Follow up on escalated customer service issues including missing/damaged controlled totes and OS&D.
Monitor delivery performance for high-priority and at-risk accounts.
Verify late route notifications are being delivered as expected.
Review and approve add-on and Central Fill invoices.
Investigate and respond to in-progress claims in coordination with ECIB and Pharma DC teams.
Audit and optimize customer delivery windows.
Collaborate with couriers to improve underperforming routes and delivery sequencing.
Review high-risk routes and high-cost override rates.
Lead transportation systems maintenance supporting product movement across the supply chain.
Manage TMS configurations including carrier setup, customer accounts, route maintenance, and rate structures.
Prepare and load carrier contracts and rates; maintain carrier data in TMS and freight payment platforms.
Resolve load and rating issues and ensure accurate shipment planning and execution.
Provide support for SAP and TMS settings through reporting and mass maintenance.
Ensure accurate data entry and maintenance of transportation systems and SOPs.
Build cross-departmental relationships to strengthen partnerships and ensure client retention.
Create and document logistics processes and system requirements for customer onboarding.
Continuously innovate onboarding processes to enhance client experience.
Escalate risks to onboarding completion identified during master data execution.
Demonstrate working knowledge of logistics systems, rate structures, and contract maintenance
Partner to resolve major issues and support logistics projects.
Build relationships across Procurement, Operations, and Network Operations teams.
Act as a mentor to less experienced colleagues and proactively support team members.
Review courier depot audits and coordinate scheduling with QRA.
Ensure completion of required training in mySpark.
Maintain and update system SOPs in compliance with internal audit controls.
Prepare for and attend daily/weekly operational meetings.
Lead or contribute to complex projects of large scope.
Participate in policy and procedure development to achieve departmental goals.
Identify and analyze routine system issues, document occurrences, and collaborate on resolutions.
Identify opportunities for process improvements and efficiency gains.