Customer Success Lead

Opportunities to Shine and Grow.

More than a role- RBW is where you can build a meaningful career.  Whether you’re early in your journey or a seasoned professional, you’ll have opportunities to develop your skills, take on meaningful challenges, and make a difference alongside people who care deeply about the work and each other. Here, your ideas matter, your contributions are recognized, you’re part of a team, and your growth is supported- as we elevate work and enrich lives.

Overall Purpose of the Role

Own the governance, execution, and daily discipline behind inventory control, cycle count accuracy, Book-to-Book reconciliation, damage management, scorecard cadence, and yard management coordination at the Augusta campus, so Key Customer (KC)'s confidence is earned through consistent, compliant performance rather than communication alone.

How We Work at RBW

RBW team members play a vital role in achieving our strategic goals by delivering intentional, dependable service, solving problems with creativity and ownership, and treating one another and every customer and carrier as a trusted partner. All team members are empowered to contribute to a compelling customer experience by communicating with clarity and candor, and by making sure the people we serve always know we are in their corner. Continuous improvement and innovation are essential at RBW. We empower team members to seek new perspectives, adopt new methods, adapt as volumes, priorities, and conditions change, and recover quickly and honestly whenever we fall short. Lastly, we ask team members to dedicate their service, do right, challenge themselves, and continuously improve, because success at RBW is never final.

Position Summary

The Customer Success Lead is the person accountable for that ownership: governing and executing inventory control, cycle count accuracy, Book-to-Book reconciliation, damage management, scorecard cadence, and yard management coordination across both Augusta buildings. This is an operational role, not a customer-facing one; success looks like a compliant, well-governed site that earns KC's confidence through consistent performance. The role reports to the Site Operations Manager and partners closely with the Inventory Control team, the Customer Success (CS) Site Lead, and Augusta operations leadership.

Key Responsibilities

There are five critical priorities that define this role's core accountability, in addition to the yard management coordination gap between RBW operations and RBW trucking. Each priority is reviewed on a defined cadence against a clear success indicator:

Priority

Cadence

Success Indicator

Inventory Control & Compliance (ICC) Ownership & Governance Structure

Ongoing: reviewed weekly

Named ICC owners in place for both buildings; governance structure documented and operating; no unowned inventory control gaps.

Book-to-Book Inventory Reconciliation

Weekly cadence; monthly summary

B2B process standing and on schedule; discrepancies identified, documented, and resolved within defined Service Level Agreement (SLA) KC receives reconciliation on time.

Cycle Count Accuracy & Capability

Daily counts per program; weekly review

Count accuracy at or above KC threshold; counters trained and following procedure; exception rate tracked and trending down.

Damage Management Compliance

Daily documentation; weekly trend review

Inbound and outbound damage documented per procedure; clamp training completed and logged; damage rate tracked with accountability to targets.

Scorecard Governance & Daily Management Routines

Daily/weekly scorecard cadence

Scorecard delivered on schedule without prompting; daily management routines embedded across both buildings; shift handoffs and escalation protocols operating consistently.

Yard Management Coordination

Daily: every inbound/outbound move

RBW operations and RBW trucking operating from a shared yard plan; no uncoordinated trailer moves, gate conflicts, or dock assignment gaps; yard status visible and current at all times.

1. ICC Ownership & Governance

• Serve as the named compliance owner of the Inventory Control Compliance (ICC) program Location 64 Augusta building.
• Support and assist the ICC governance structure: role assignments, meeting cadence, escalation paths, and documentation standards.
• Support oversight of the ICC action log: track open items, deadlines, and resolution owners; review in weekly governance meetings.
• Escalate unresolved ICC gaps to the Site Operations Manager with a clear summary of risk, steps taken, and recommended path forward.

2. Book-to-Book Reconciliation

• Report and sustain the Book-to-Book (B2B) inventory reconciliation process across both buildings.
• Execute weekly B2B reconciliation on schedule, document all variances with root cause, responsible party, and resolution timeline.
• Prepare monthly B2B summary reports for internal review and CS-facing delivery to KC.
• Identify systemic reconciliation failures: receiving errors, system entry gaps, location discrepancies — and drive corrections through operations.
• Ensure the B2B process is documented in a standing SOP; train all relevant staff on the procedure and expectations.

3. Cycle Count Accuracy & Capability Development

• Manage and communicate with the customer in required daily and on-demand cycle count program for both buildings in coordination with the Inventory Control team.
• Track count accuracy against KC-defined thresholds; maintain a rolling exception log with trend data.
• Identify count accuracy failures at the individual, location, and process level: distinguish training gaps from procedural failures.
• Coordinate targeted recount to IC Team and audit activity when accuracy falls below threshold.
• Report cycle counts weekly performance, surface accuracy trends, and corrective actions in the daily management routine.

4. Damage Management Compliance

• Report compliance with RBW's damage management control personnel and verify if procedures are compliant for both inbound and outbound products across the Location 64 Augusta campus.
• Ensure daily documentation of all damage events from ops: type, location, cause, and responsible handler — in the WMS and on paper logs as required.
• Conduct regular inbound audits to verify damage claim documentation is accurate, complete, and submitted on time.
• Track/Report damage rates by building, shift, and handler type; identify recurring patterns and drive targeted corrective action.
• Escalate damage events above defined thresholds to the Site Operations Manager and CS Site Lead for customer-facing communication.

5. Scorecard Governance & Daily Management Routines

• Own the production and delivery of the KC operational scorecard on its defined cadence: daily metrics updated, weekly summary delivered on schedule, without prompting from KC or the CS team.
• Define and enforce the daily management routine structure across both buildings: shift start meetings, shift handoffs, exception escalation, and close-of-day documentation.
• Ensure operational improvements from the W2W corrective action period are embedded into daily routines, not reverting to previous patterns.
• Track leading indicators (exception rates, count accuracy, damage frequency, documentation compliance) and use them to get ahead of scorecard failures before they occur.
• Partner with the CS Site Lead to ensure the scorecard reflects operational reality and that any metric requiring explanation is surfaced proactively with context.

6. Yard Management Coordination

• Own the daily coordination between the RBW operations team and the RBW trucking team on yard activity at the Augusta campus, ensuring both teams operate from a shared, current yard plan.
• Establish and maintain a yard management routine: trailer assignments, dock door scheduling, gate check-in/check-out discipline, and yard position tracking for both buildings.
• Serve as the point of contact when ops and trucking priorities conflict; resolve sequencing disputes at the operational level before they create delays or dock congestion.
• Ensure inbound trailer availability aligns with the receiving schedule, and outbound trailers are staged, sealed, and released on time without requiring manual coordination between teams.
• Track yard exceptions: missed appointments, unauthorized trailer moves, unplanned drops, and gate discrepancies — and surface patterns to the Site Operations Manager.
• Document the yard management SOP for the Augusta campus; ensure both teams work from the same procedure with clearly defined handoffs.
• Maintain real-time yard visibility in coordination with the WMS and any yard management tools in use; flag discrepancies between system yard status and physical reality.

This description reflects the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. RBW reserves the right to add, remove, or modify duties as business needs require, with or without notice.

Additional Responsibilities (Non-Essential)

• None. All duties described above are essential functions of this role.

How This Role Works with Others

The Customer Success Lead is an operational role, but it cannot succeed in isolation. The following partnerships are essential to how the role functions:

• Site Operations Manager: direct reporting relationship; primary escalation path for ICC gaps, resource constraints, and unresolved compliance issues. The Customer Success Lead surfaces problems early; the Site Operations Manager removes barriers.
• Inventory Control Team: The Customer Success Lead sets the program standards and owns the governance; the Inventory Control team executes. This is a direction-setting and quality-assurance relationship, not a peer coordination one.
• CS Site Lead (KC): The CS team communicates compliance performance to KC; the Customer Success Lead gives them accurate, timely data to do that. When something goes wrong operationally, the Customer Success Lead owns the internal fix; the CS Site Lead owns the customer conversation.
• WMS / Technology Team: The Customer Success Lead will report exception queue resolution, unclosed order in WMS and report/create resolutions for SAP/WMS accuracy at the KC site.
• Warehouse Associates: The Customer Success Lead builds frontline capability through training and daily routine reinforcement; this is a coaching relationship as much as a compliance one.

What You'll Bring and Need to Succeed

Required Qualifications (Knowledge, Skills, & Abilities)

• High school diploma or GED, or equivalent combination of education and experience.
• Demonstrated experience building or enforcing operational compliance standards, not just following them.
• Proficiency with a warehouse management system (Deposco or comparable WMS), able to run reports, work exception queues, investigate transaction histories, and identify system-to-physical discrepancies.
• Comfortable with Microsoft Excel for data tracking, variance analysis, and scorecard production.
• Ability to read, interpret, and produce operational documentation: SOPs, count sheets, reconciliation reports, and damage logs.
• Familiarity with RF scanning equipment and handheld WMS devices.
• Operational discipline: follows procedures, enforces standards, and holds the line even when it's inconvenient.
• Ownership mindset: takes personal accountability for the compliance outcomes this role is hired to produce; does not wait to be asked.
• Analytical focus: able to look at exception data, count accuracy trends, and damage rates and identify what is driving the problem.
• Coaching orientation: builds frontline capability through direct instruction, observation, and consistent feedback rather than just issuing directives.
• Clear communication: documents findings accurately, reports status concisely, and escalates issues with enough context that the recipient can act immediately.
• Steady under pressure: the highest-demand moments for this role (audit preparation, B2B discrepancy cycles, post-damage events) require composure and methodical execution, not reactive improvisation.

Required Years of Experience:

3–5 years of warehouse operations experience with direct involvement in inventory control, cycle counting, or compliance-related functions.

Preferred Qualifications (Knowledge, Skills, & Abilities)

• Associate or bachelor's degree in supply chain, logistics, or operations management.
• Prior experience in a 3PL or contract warehousing environment; experience supporting a large enterprise client account is a strong plus.
• Experience with Deposco or a comparable WMS at an operational level.

Certificates, Licenses, and Registrations

• None required for hire. This role coordinates and logs track clamp / powered industrial truck operator training completion for warehouse associates as part of its damage-management responsibilities.

Physical Requirements and Travel

Physical Requirements and Work Environment

The physical demands described below are representative of those an employee must meet to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Daily movement between both buildings at the KC Augusta campus is required and expected.
• Primarily a warehouse floor environment with regular exposure to varying temperatures, dust, noise levels, and powered industrial truck (forklift/clamp) traffic.
• Ability to stand, walk, bend, stoop, and reach for extended periods throughout a full shift.
• Occasional lifting, carrying, pushing, or pulling of items up to 50 lbs.
• Visual acuity is sufficient to read labels, WMS screens, count sheets, and damage documentation, and to distinguish colors used in safety and inventory labeling.
• Ability to sit for extended periods while performing data analysis, scorecard preparation, and WMS reporting on a computer.
• Ability to hear and verbally communicate clearly in person and by radio or handheld device across a working warehouse environment.
• Occasional climbing of stairs or ladders and working at mezzanine or elevated levels as needed for inventory verification.
• Use of personal protective equipment (PPE) is required in designated areas.
• Flexibility to work varying shifts or extended hours during peak periods, physical inventories, KC audit cycles, or corrective action sprints.

Travel Requirements

• None. This role is based full-time on-site at the KC Augusta campus (both buildings).

Total Rewards

RBW is people-centered and committed to supporting the health, financial security, and overall wellness of our team members. Eligible team members can expect a comprehensive benefits package that may include:

• Benefits — medical, dental, vision, and life insurance; short- and long-term disability; voluntary life coverage; 401(k) with up to a 4% company match; and an annual incentive bonus opportunity.
• Time Off — six paid holidays, two float holidays, and Paid Time Off (PTO) accrued per pay period, plus Vacation Time after one year of full-time service.
• Wellbeing — an Employee Assistance Program (EAP) supporting mental health, financial, wellness, and family-care needs.
• Growth & Opportunity — this role is a first step in RBW's leadership path, with coaching, training, hands-on experience, and mentoring built in.
• Belonging & Purpose — a people-centered culture built on collaboration, inclusion, and RBW's values.

Who We Are

For more than 70 years, RBW Logistics has helped manufacturers and brands strengthen their supply chains through reliable operations, transparent communication, and long-term partnerships. We engineer smarter supply chains through people, process, and disciplined execution. We solve problems before they escalate, scale capacity to support our customers' growth, and operate with the discipline it takes to deliver consistent performance in complex environments. With a national footprint across Georgia, South Carolina, Ohio, Virginia, Texas, and Washington, we pair a trained, experienced workforce with real-time visibility technology and a proactive, relationship-driven approach. The best solutions come from people who bring different backgrounds and perspectives to the table.

The RBW Way

Our Values

• Dedicate Your Service. Serve your team, company, community, and above all, the customer.
• Do Right. Do the right thing the first time. If we make a mistake, be honest and act with integrity.
• Challenge Yourself. Never settle for anything short of extraordinary.
• Continuously Improve. Success is never final. Keep becoming the best version of yourself.

Our Priorities

• Safety: We invest in training, equipment, and a culture where every team member is expected and empowered to speak up, because protecting our people and protecting our business are the same work.
• Customer Experience & Success: We treat every customer and carrier as a partner, communicating with clarity and following through so the people we serve can count on us.
• Operational Excellence: We hold ourselves to defined processes and consistent execution, because reliability is what our customers depend on most.
• Continuous Improvement: We look for smarter ways to work, welcome new perspectives, and adapt as volumes, priorities, and conditions change.

Our Commitment to You

Equal Employment Opportunity

RBW is an Equal Opportunity Employer, committed to a workplace where every team member is valued and has the opportunity to succeed. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law.

Disability Accommodations

RBW is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA), as amended, and applicable state and local law. Candidates or team members who require accommodation to participate in the application process, to perform the essential functions of this role, or to enjoy the benefits and privileges of employment should contact the People Experience Team.

Background Check and Work Authorization

Employment with RBW is contingent upon successful completion of a background check and, where applicable, a drug screening, consistent with applicable federal, state, and local law.

Applicants must be legally authorized to work in the United States. RBW does not provide employment visa sponsorship for this role. / RBW participates in E-Verify.

At-Will Employment

Nothing in this job description constitutes an offer or guarantee of employment for any specific duration. Unless otherwise stated in a signed written agreement, employment with RBW is at-will, meaning either the team member or RBW may end the employment relationship at any time, with or without cause or notice, consistent with applicable law.