Director, Transportation Customer Success

Role Overview

• 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.

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
• 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
• 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.

Tech Stack

• ERP

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short
• and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs