Senior Manager Customer Planning

CONA Services•Charlotte, NC

2d•Onsite

About The Position

The Senior Manager, Customer Planning leads customer planning strategy and execution for transportation operations, ensuring freight capacity, routing, service performance, and cost objectives are met. The role partners with internal leaders and CCCI facility teams to improve supply chain efficiency, service reliability, and customer satisfaction. Reporting to the Director of the Central Command Center, the Senior Manager leads and develops the customer planning team, including two Regional Transport Planner Leads and the Manager of Customer Planning. In partnership with the Director, the role coaches, teaches, and trains the team to meet customer expectations and support company goals. The position manages load planning and routing, monitors customer on-time service metrics, optimizes transportation costs, and adheres to budget expectations. It also builds collaborative partnerships with CCCI facility directors and managers to improve transportation efficiency, cost effectiveness, and on-time service across the CCCI supply chain.

Requirements

Bachelor’s degree (4 years).
3 to up to 5 years of relevant work experience.
Strong interpersonal, relationship-building, organizational, and political savvy skills.
Strong analytical and critical thinking skills.
Ability to coach others to improve performance while remaining proactive, engaged, and self-motivated.
Ability to work effectively under stress while maintaining professionalism and encouraging and motivating others.
Ability to interact professionally with all levels of management, employees, vendors, and external customers, demonstrating integrity and a professional demeanor consistent with Red Classic’s Mission Statement.

Nice To Haves

3 to 5 years of brokerage experience.
Transportation planning, logistics, or supply chain operations experience.
Bachelor’s degree in Logistics, Supply Chain, Transportation, or a related field.

Responsibilities

Serve as the primary customer escalation point for operational issues and improvement opportunities, including trailer pars, overages or shortages, lane- or location-specific improvement plans, on-time pickup and delivery performance, recurring carrier issues, and other customer-requested items.
Resolve external customer issues through collaboration with internal business partners and customer leadership.
Partner with Revenue Growth Management to implement strategies, monitor growth, correct issues, and provide feedback and resolutions for continued growth and improvement to Senior Management.
Manage the team to ensure optimal driver routing, unit utilization, and revenue-generating performance for the assigned region; collaborate with Sales and Pricing on network capacities and lane fulfillment.
Monitor transportation costs and customer and carrier scorecard performance, implementing process improvements to improve cost of hire, scorecard compliance, and customer satisfaction.
Lead and participate in cross-functional process improvement initiatives that optimize customer planning processes and generate cost savings for the customer and Red Classic.
Lead, manage, and motivate the team by clearly communicating company goals, safety practices, and deadlines.
Develop teammates through performance management, coaching, and training while applying continuous improvement methods, maintaining customer focus, and modeling company purpose and values through servant leadership.