Customer Solutions Coordinator

About the role

RJW Logistics Group is dedicated to hiring and developing talent who want to make an impact and be part of an industry‑leading organization. The company is committed to employees’ success and continuous innovation that drives the retail logistics industry forward. As part of this commitment, RJW has launched an Employee Ownership Program that allows employees to become co‑owners of the company at no cost, receive yearly shares based on salary, and benefit from potential share appreciation, a stronger sense of belonging, and a collaborative community. The Customer Solutions Coordinator serves as the internal point of contact for resolving issues that fall outside normal operations, coordinates workflow across departments, manages administrative and research‑related tasks, logs issues, focuses on KPIs to identify trends, and applies strong data interpretation skills for continuous improvement and root cause analysis.

Responsibilities

• Identify issues with an eye on root cause analysis while maintaining issue logs for tracking KPIs.
• Improve efficiency by troubleshooting complex problems and coordinating with different departments to reach issue resolutions.
• Work cross‑functionally with other departments to help with research issues and ensure resolution.
• Analyze current SOPs and assist in the development of continuous improvement with cross‑functional teams.
• Act as an internal SME for the customer‑facing Account Management team to drive effective and timely resolutions for customer satisfaction.
• Oversee priority requests and manage communication flow with internal teams to ensure expected projected completion timelines are met.
• Perform other duties and tasks assigned by the Business Solutions Supervisor or Manager.
• Serve as a company resource with a strong focus on customer needs and satisfaction.
• Demonstrate excellent verbal and written skills.
• Enter data accurately in logistics software.
• Apply excellent problem‑solving and resolution skills.
• Work effectively under pressure situations.
• Multi‑task and maintain detail orientation.
• Utilize general office management experience.

Requirements

• 1 year of related experience.
• High school education required; college or some college preferred.
• Language Skills: 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 percent and to draw and interpret bar graphs.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables where limited standardization exists; ability to interpret instructions furnished in written, oral, diagram, or schedule form; ability to determine “root cause” of a problem and determine corrective action.
• Computer Skills: Knowledge of Business Operating Systems, Internet software, Word Processing, and Spreadsheet software.
• Physical Demands: Ability to occasionally lift and/or move up to 25 pounds; activate phone systems using keyboards and buttons; articulate and comfortable speaking in front of others; regularly work in an indoor/office environment, sitting and/or using repetitive hand motion; frequently required to talk, hear, stand, and walk; ability to work in excess of continuous 8 hours when required; ability to work under stressful situations, maintain good cognitive skills, work accuracy, and concentration on multiple tasks; ability to read and discern visual images on various media with 20/20 corrected vision; ability to speak and communicate clearly over telephones; must be in sound physical health as determined by a certified licensed physician with no evidence of controlled substance use.
• Work Environment: Hybrid environment.

Benefits

• 401(k) matching
• Medical/Dental/Vision insurance
• Employee discount
• Flexible spending account
• Health savings account
• Paid time off
• Sick Days
• Long‑term Disability Insurance
• Short‑term Disability Insurance
• Accidental Insurance
• Critical Illness Insurance
• Disability Insurance
• Employee Ownership Program – become a co‑owner of the company at no cost; receive yearly shares based on salary; potential for increased earnings through share appreciation; stronger sense of belonging and commitment; join a collaborative community of like‑minded individuals.