Ryder System Operations Customer Service Supervisor in Austin, Texas
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The Customer Logistics Specialist acts as a liaison between the customer and Ryder to ensure the proper function and execution of all Vendor Compliance processes. The role supports all Compliance functions focusing on problem resolution, and process improvement. The Customer Service Advocate will drive continuous improvement projects that arise out of feedback from the customer and/or Vendor Compliance Chargebacks (VCC).
The Customer Logistics Specialist is expected to continuously evaluate and implement processes with regard to opportunities to improve internal metrics and drive toward successful achievement of company objectives by analyzing compliance data and implementing process improvement initiatives with the customer, Ryder Operational teams, Ryder Transportation Teams, and Ryder IT Teams.
Compliance Projects/Project Management: Collaborate with the customer, Ryder Operations team, Ryder Transportation Team, and Ryder IT Team providing them with the necessary data to avoid disruptions and ensure compliance to customer goals. Work with the teams on projects to improve processes that drive internal and external metrics.
Develop and implement quality improvements, risk mitigation, opportunity identification, and internal/external process efficiencies. Identify and investigate opportunities to improve distribution efficiencies and savings, and coordinate implementation with business partners.
Coordinate daily activities related to compliance of Customers. Monitor critical customer metrics, including on-time delivery, operational deficiencies. Identify and discuss defects and delivery problems with management, customers, and affected parties and creates projects to improve metrics
Develop reports on customer performance and activities and provide managers with current results for action.
Problem Resolution Coordination: Responsible for standardization and analysis of all Problem
Resolution processes/procedures to ensure maximum efficiency, accuracy, and proper coordination with the different areas of Transportation, Logistics, warehousing and the customer. Review all Vendor Compliance Charges and On Time related violations and initiate problem resolution for those issues.
Compliance Reporting/Violation Analysis: Prepare all reporting and supporting documentation forbusiness meetings with the customer and Ryder Operations and Finance Teams on a monthly basis. Provide violation trend analysis and notify management of any necessary issues and Vendor Compliance needs based on these findings. Create monthly project improvement log identifying outstanding issues, and highlighting issues that have surpassed their resolution time-frame. Communicate process improvements based on reporting analysis.
Conduct project meetings, track and analyze projects.
Recommend and take action to direct the analysis and solutions of problems.
Create and maintain a project schedule for each project by identifying and monitoring: overall project timeline, project milestones, tasks, resources, and critical paths.
Coordinate meetings, as needed, to initiate working sessions, resolve project issues, etc.
Promote continuous improvement by conducting, documenting, and communicating lessons learned throughout the project.
Prepare and conduct informal and formal presentations.
Build relationships with all functional areas and manage stakeholder expectations.
Performs other duties as assigned.
Skills and Abilities
Effective interpersonal skills
Excellent collaboration and team building skills
Strong verbal and written communication skills
Demonstrates analytical skills
Demonstrates problem solving skills
Ability to work with others in a professional manner while achieving a common goal
Ability to design, plan, organize, and implement projects and tasks within an allotted timeframe
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
Ability to work independently and as a member of a team
Possesses a high degree of initiative
Bachelor's degree required in business, logistics or related field
One (1) year or more vendor compliance experience preferred
One (1) year or more in problem solving using continuous improvement and LEAN methodologies preferred
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Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.