Service Coordinator

The Service Coordinator is a full-time position Monday - Friday.  Reporting into Performance Management, this role is responsible for identifying warehouse readiness performance and gaps, driving root-cause resolution and service recovery through the accountable teams, and proposing and helping implement solutions that drive systemic change. Success will be measured by identified warehouse proactive readiness and recovered quickly, whether root causes and trends are visible to leadership, and whether repeat misses decline through systemic improvements.

• Review the load board each morning to identify carrier loads not picked up the prior day; investigate and document the root cause of each miss.
• Escalate issues to the accountable team - warehouse, carrier, programs, or tracking - and follow through until each load is recovered and back on track.
• Coordinate service recovery by steering stakeholder priorities and holding each group accountable for execution, without performing their work for them.
• Track trends by building, shift, carrier, and rep to highlight gaps in accountability and execution.
• Deliver a weekly trend summary to leadership with recommended solutions that drive systemic change, and support implementation of adopted changes.
• Engage stakeholders constructively and positively, building the working relationships needed to influence priorities across teams.

• Strong problem-solving and root-cause investigation skills, with the ability to summarize issues clearly and concisely.
• Tenacious follow-up and accountability discipline; comfortable pressing multiple teams to resolution without direct authority over them.
• Exceptional communication and interpersonal skills; able to hold groups accountable while keeping engagement positive and productive.
• Working knowledge of warehouse, dock, and carrier operations, including scheduling and dispatch workflows.
• Proficient computer skills, including the ability to track, organize, and report trend data.

• High school diploma or GED equivalent required; some college preferred.
• 3+ years of warehouse, logistics, shipping supervisory or comparable operational leadership experience.
• Exposure to lean methodology and structured problem-solving approaches (e.g., root cause analysis, continuous improvement) preferred.

• This role is will run on a hybrid schedule Monday through Friday.
• Time on the warehouse floor and dock may be required to investigate issues and align with stakeholders, along with interaction with warehouse, carrier, and tracking teams across buildings.
• The noise level in the work environment will range from quiet to moderately loud depending on location.

This job description is intended to provide general information about the Service Coordinator position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of Service Coordinator, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc.  The Company has the right to revise this job description at any time.

It is the Company’s policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company’s Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period.  Just as our associate’s, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause. 

Neither this Job Description nor any of its individual terms constitute commitments between the Company and its associates as to the terms, conditions, or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.