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Customer Service Manager - Intermodal


Burr Ridge, IL, US, 60527

Req ID:  28962
Segment:  Logistics

ROAR Logistics, Inc. is a global transportation service provider (3PL) and U.S. Customhouse Brokerage, offering an extensive portfolio of Rail, Ocean, Air, and Road services to aid clients in the delivery of their products around the world. ROAR utilizes state-of-the-art technology to coordinate, manage and track shipments from point of origin to final destination. ROAR delivers best in class customer service and support with comprehensive operations in major markets throughout the world.


ROAR’s Burr Ridge, IL is our largest intermodal operations center with a dedicated team of highly experienced associates. The position requires the candidate Inspire, lead, actively manage and develop the intermodal customer service team to achieve departmental and individual goals.


  • Manage and prioritize the daily activities of tracking & tracing and delivery teams to get the expected level of service for the customer.
  • Answer any inquiries from the customer and resolve issues related to service delivery
  • Supervise day-to-day operations in the customer service department
  • Respond to customer service issues in a timely manner. Provide exceptional communication of shipment status to customers, carriers, and other ROAR associates
  • Create effective customer service procedures and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Assess service statistics and prepare detailed reports on your findings.
  • Hire and train new associates
  • Drive performance management and create operating efficiencies
  • Promote relationships with equipment vendors and drayage partners
  • Work with chassis providers to ensure adequate supply of chassis are available at both origin and destination rail locations
  • Ensure team is utilizing best routing options by working directly or indirectly with the ROAR Intermodal Pricing team


  • Bachelor’s Degree in Logistics is preferred, but not a requirement.  High School Diploma or equivalent GED is required
  • Five or more years of experience in intermodal operations or related transportation industry is preferred
  • Exceptional computer skills with proficiency in MS Word, Excel, and Outlook
  • Work requires professional written and verbal communication, and interpersonal skills.
  • Ability to work independently as well as in a team environment, with the ability to lead and inspire.
  • Must be comfortable and confident working in a fast-paced, dead-line driven, stressful environment.  Manage multiple projects simultaneously with a sense of urgency.
    Ability to execute actionable items and show ROI

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.


Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Human Resources department at asc@rich.com if you need assistance completing this application or to otherwise participate in the application process.


As a family-owned company, caring for our associates—their whole selves—is a top priority. That’s why we provide benefits and tools to help our people balance the integration of work and life:

  • Competitive compensation
  • Health & financial benefits
  • Paid time off
  • Parental leave
  • Family planning support
  • Flexible work policy
  • Associate affinity groups
  • Volunteering & community impact opportunities
  • Holiday gatherings
  • In-house taste tests (we are a food company after all)!

It’s all part of how we support our family of associates. Because in the company of family, all things are possible.


Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $3.8 billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.

Nearest Major Market: Chicago

Job Segment: Manager, Management

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