Fleet Success Manager fostering client relationships and account growth for OTC Fleet Services. Focused on building partnerships and exploring fleet service opportunities without high - pressure sales tactics.
About the role
- Director of Transportation Customer Success at Cardinal Health overseeing logistics operations and customer satisfaction. Leading a global team responsible for optimizing deliveries and managing transport systems.
Responsibilities
- 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.
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
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