Director of Expedited Logistics

Job Purpose:   The Director of Expedited Logistics is responsible for the strategic leadership, operational oversight, and financial performance of all priority, rush, and time-critical orders across RJW Group. This position will enhance the operational workflows for all priority orders, improve proactive communication efforts, and present and apply transparent pricing controls for RJW's expedited freight solutions, covering time-sensitive retail purchase orders, short lead-time Walmart Type 03 shipments, trade show deliveries, and hot freight. 

The Director oversees the Manager of Expedited Logistics and the broader priority execution team, ensuring cross-functional alignment across Customer Account Management (CAM), Transportation, Warehouse Operations, Carrier Sales (Wolfpack), and Finance. This position serves as the executive leader responsible for driving service excellence, customer satisfaction, target margins, and scalable growth within RJW's expedited division.

Essential Duties and Responsibilities:

                Team

 • Partner with CAM Leadership, Retail Consolidation, Warehouse Management, and Carrier Sales to streamline order intake, priority order flagging, warehouse staging, and driver dispatch.

• Define and maintain standard operating procedures (SOPs), service level agreements (SLAs), and operational RACI models for traditional expedited shipments, Type 03 short lead-time orders, and "cannot miss" priority shipments.

• Structure team workflows, coverage plans, and staffing models to support priority shipment tracking and rapid customer response requirements.

• Serve as the senior executive escalation point for critical customer service issues, complex logistics exceptions, and carrier performance challenges.

•    Develop and implement meaningful KPIs that encapsulate OTD performance, revenue recognition, reduction of credits, quote turnaround speed, and offer and acceptance

Services

• Establish pricing guidelines, quoting frameworks, and margin targets for all expedited service offerings, maintaining a high gross margin standard across priority shipments.

• Redefine and implement processes for logging and updated revenue across Synapse, McLeod TMS, and Front, ensuring all expedited fees, rush charges, linehaul adjustments, and pass-through costs are accurately applied prior to invoicing.

• Collaborate with Technology and Data Integrity teams to enhance TMS/WMS automation, order visibility tools, pass-through fee capture, and automated Type 03 reporting.

• Conduct regular operational reviews and post-mortem root-cause analyses on failed expedites or late shipments to implement preventive safeguards.

• Expand customer adoption of RJW's expedited solutions, identifying upsell opportunities and developing customized rush transportation frameworks for Enterprise clients.

• Align retail customer routing guides (Walmart, Target, Costco, Kohl's, etc.) with RJW internal execution protocols to guarantee compliance.

Customer Success

•    Provide timely, clear communication to customers regarding expedited options, shipment status, and any service risks, including documented recaps and follow ups. 

•    Support CAMs load planning and execution teams in setting realistic expectations with customers around lead times, retailer rules, and cost implications for expedited moves. 

•    Assist in resolving customer concerns related to expedited shipments, including research into delays, billing questions, and root cause analysis for service failures. 

•    Contribute to the development of standard language, templates, and talking points for expedited and guaranteed service communications to promote consistency and clarity.

Additional Responsibilities:

•    Excellent verbal and written skills.

•    Knowledge and ability to enter data in Logistics software.

•    Excellent problem solving and resolution skills.

•    Ability to work under pressure situations.

•    Ability to multi-task.

•    Detail oriented.

•    General office management experience.

Qualifications:

•    3 years’ experience in the logistics/transportation field and or relevant markets.

•    Minimum 2 years’ managerial experience

Education and/or Experience Required:

•    College or some college preferred.

Language Skills Sets:  

•    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Mathematical Skills:          

•    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.                                     

Reasoning Ability: 

•    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Ability to determine “root cause” of problem and determine corrective action.     

Computer Skills:        

•    To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, KPI reporting, and Spreadsheet software.                                                      

Physical Demands: 

•    Must be able to occasionally lift and/or move up to 25 pounds.

•    Must be able to activate phone systems utilizing keyboards and buttons.

•    Must be articulate and comfortable speaking in front of others.

•    Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.

•    Frequently required to talk, hear, stand and walk.

•    Must be able to work in excess of continuous 8 hours when required.

•    Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.

•    Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.

•    Must be able to speak and communicate clearly over telephones.

•    Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.

Work Environment:   

•    While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts, and fumes or airborne particles. The noise level in the work environment will range from quiet to moderately loud.

Employer Rights:

This job description is intended to provide general information about the Director of Account Management position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Director of Account Management, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc.   The Company has the right to revise this job description at any time.

Employment-At-Will:

It is the Company’s policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company’s Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period.  Just as our associate’s, reserve the right to resign their employment at any time for any reason the Company reserves its right  to terminate an associate any time for any reason either with or without cause.  

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.