Job description
Freight Appointments has an exciting opportunity with a large freight forwarder. The role is all about helping customers enhance their supply chain capabilities and operate better processes.
The Manager, Customer Excellence & Innovation will support integration, solution design, and implementation for both new and existing clients. This is a client-facing, project-based role focused on engineering tailored logistics solutions that align with complex customer requirements, while ensuring consistent and high-quality service delivery. The position involves leading EDI integration projects, developing standard operating procedures, and supporting continuous improvement through innovation initiatives.
The ideal candidate will have at least five years of experience in the freight forwarding industry, including hands-on operational expertise and significant exposure to senior-level client interaction. Strong analytical skills, fluency in Microsoft Office tools, and a solid understanding of supply chain processes are essential. Extensive experience with CargoWise is preferred.
Whilst an in-office person is preferred (Central NJ), candidates anywhere in the US or Canada will be considered.
Key Responsibilities
- Partner with the sales team to help grow revenue and improve margins by bringing deep operational and TMS knowledge to solution design and client meetings during the pre-sales process
- Support complex deals by providing risk assessments, ROI analysis, and input on RFIs
- Design smart, tailored solutions that match client needs with the service offerings
- Act as the go-to expert for Purchase Order Management—running demos, advising on best practices, and recommending the right setup for each client
- Oversee all client EDI integration projects from start to finish
- Coordinate and perform user acceptance testing (UAT) for integrations, working closely with global/regional IT teams and the client
- Lead implementation efforts for client integration projects, aligning with Sales, IT, and Operations across different regions
- Create clear SOPs and ensure all key stakeholders are informed and trained
- Take part in regular business reviews with clients to identify improvement opportunities
- Help drive innovation projects that add value, strengthen client relationships, and set us apart from the competition
- Stay connected with clients throughout the entire project lifecycle to ensure a smooth experience
