Senior Manager Customer Planning

Requisition ID: 270227

Locations: Charlotte

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Job Overview

The Senior Manager, Customer Planning leads customer planning strategy and execution for transportation operations, ensuring freight capacity, routing, service performance, and cost objectives are met. This role partners with internal leaders and CCCI facility teams to improve supply chain efficiency, service reliability, and customer satisfaction.

Reporting to the Director of the Central Command Center, the Senior Manager, Customer Planning leads and develops the customer planning team, including two Regional Transport Planner Leads and the Manager of Customer Planning. In partnership with the Director, this role coaches, teaches, and trains the team to meet customer expectations while supporting company goals. This role is responsible for managing load planning and routing, monitoring customer on-time service metrics, optimizing transportation costs, and adhering to budget expectations. The Senior Manager, Customer Planning also builds collaborative partnerships with CCCI facility directors and managers to drive continuous improvement in transportation efficiency, cost effectiveness, and on-time service across the CCCI supply chain.

Duties & Responsibilities

Serves as the primary customer escalation point for operational issues and improvement opportunities, including trailer pars, overages or shortages, lane-or location-specific improvement plans, on-time pickup and delivery performance, recurring carrier issues, and other customer-requested items.

Resolves external customer issues through collaboration with internal business partners and customer leadership.

Partners with the RGM (revenue growth management) implement strategies, monitor growth, correct issues, provide feedback and resolutions for continued growth and improvement to Senior Management.

Manages team to ensure optimal routing for the driver, unit utilization, and performance in generating revenue for assigned region and collaborates with Sales and Pricing on network capacities and lane fulfillment.

Monitors transportation costs and customer and carrier scorecard performance, implementing process improvement initiatives to improve cost of hire, scorecard compliance, and customer satisfaction.

Leads and participates in cross-functional process improvement initiatives that optimize customer planning processes and generate cost savings for both the customer and Red Classic.

Manages, leads, and motivates the team to deliver results by clearly communicating company goals, safety practices, and deadlines. Develop teammates through effective performance management, coaching, and training while applying continuous improvement methods, maintaining customer focus, and modeling company purpose and values through servant leadership.

Knowledge, Skills, & Abilities

Strong interpersonal, relationship-building, organizational, and political savvy skills.

Strong analytical and critical thinking skills

Ability to coach others to improve performance while remaining proactive, engaged, and self-motivated.

Ability to work effectively under stress while maintaining professionalism and encouraging and motivating others.

Ability to interact professionally with all levels of management, employees, vendors, and external customers while demonstrating integrity and a professional demeanor consistent with Red Classic’s Mission Statement.

Minimum Qualifications

Bachelor’s degree (4 years)

3 to up to 5 years of relevant work experience

Preferred Qualifications

3 to 5 years of brokerage experience.

Transportation planning, logistics, or supply chain operations experience preferred.

Bachelor’s degree in Logistics, Supply Chain, Transportation, or a related field.

Work Environment

This role is primarily performed in an office environment, with possible travel up to 10% of the time. The position may also support sales calls through Microsoft Teams or by traveling with the sales team as needed.

Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.