Director of Expedited Logistics

About the Role

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 enhances operational workflows for priority orders, improves proactive communication, and applies 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 role drives service excellence, customer satisfaction, target margins, and scalable growth within RJW's expedited division.

Responsibilities

Team Leadership

• 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 for 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 high gross margin standards.
• Redefine and implement processes for logging and updating 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

• Demonstrate excellent verbal and written communication skills.
• Enter data into logistics software accurately.
• Exhibit strong problem-solving and resolution skills.
• Work effectively under pressure and manage multiple tasks.
• Maintain a detail-oriented approach and general office management experience.

Requirements

• 3 years of experience in the logistics/transportation field or relevant markets.
• Minimum 2 years of managerial experience.
• College or some college education preferred.

Skills

Language Skills

• Ability to read, analyze, and interpret 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 perform basic arithmetic operations (addition, subtraction, multiplication, division) using whole numbers, common fractions, and decimals.
• Ability to compute rates, ratios, percentages, and interpret bar graphs.

Reasoning Ability

• Ability to solve practical problems and deal with concrete variables in situations with limited standardization.
• Ability to interpret instructions in written, oral, diagram, or schedule form.
• Ability to determine the root cause of problems and implement corrective actions.

Computer Skills

• Knowledge of business operating systems, internet software, word processing, KPI reporting, and spreadsheet software.

Physical Demands

• Occasionally lift and/or move up to 25 pounds.
• Use phone systems with 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 talk, hear, stand, and walk.
• Work in excess of 8 continuous hours when required.
• Work under stressful situations with good cognitive skills, maintaining work accuracy and multitasking ability.
• Read and discern visual images on various media with 20/20 corrected vision.
• Speak and communicate clearly over telephones.
• Sound physical health as determined by a certified licensed physician, with no evidence of controlled substance use.

Work Environment

• Occasionally exposed to moving mechanical parts, fumes, or airborne particles.
• Noise level ranges from quiet to moderately loud.