Customer Contact, Coordination, and Issue Resolution
Serve as a primary point of contact for assigned parcel customers.
Act as the voice of the customer internally while balancing commercial and operational objectives.
Lead customer-facing discussions related to service performance, contract compliance, financial impacts, and issues.
Manage escalations and drive root-cause resolution with a focus on service continuity and revenue protection.
Ensure service delivery aligns with contractual obligations, SLAs, KPIs, and agreed financial targets.
Prepare and lead recurring customer review meetings, including performance, financial, and improvement topics.
Internal & Interdisciplinary Coordination (On Behalf of the Customer and the Business)
Act as the central coordination hub across Vanderlande departments including Service Operations, NASC, Spare Parts, Projects, Engineering, Finance, and others.
Translate customer requirements into clear internal actions that protect operational outcomes and financial performance.
Ensure internal teams fully understand contractual scope, risks, and cost drivers.
Support smooth project-to-service transitions with a focus on long-term service stability and contract profitability.
Proactively identify and resolve cross-departmental disconnects that could impact customer satisfaction, costs, or revenue.
Support leadership decision-making and provide coverage when required.
Continuous Improvement, Process Governance, and Financial Protection
Drive continuous improvement initiatives across Parcel Services, aimed at operational excellence, cost control, and scalability.
Establish, document, and govern standard processes for service delivery, escalation management, and contract oversight.
Monitor adherence to defined processes, KPIs, and financial targets, identifying trends and risks early.
Actively support revenue protection initiatives, including scope control, change management, and prevention of value leakage.
Identify opportunities for repeat business, service expansions, and customer investments aligned with customer needs and business strategy.
Support the development and rollout of tools, reporting, and dashboards that improve transparency and decision-making.
Key Areas
Customer relationship management and issue resolution
Cross-functional coordination and communication
Service contract governance and performance monitoring
Revenue protection and operational risk management
Support of yearly operational and financial targets
Identification of repeat business and investment opportunities
Process standardization, optimization, and continuous improvement
Reporting, KPI tracking, and performance improvement
Qualifications and Skills:
Bachelor's degree or equivalent professional experience
3+ years of experience in service delivery, operations, contract management, or technical environments
Strong communication, organizational, and stakeholder management skills
Proven problem-solving ability with attention to operational and financial impacts
Preferred:
Experience in automated material handling, parcel, logistics, or industrial service environments
Exposure to service contracts, SLAs, P&L elements, or cost management
Experience working in international or matrixed organizations
Other Information:
Must be comfortable working in an office setting and a factory / construction environment
Location: Marietta, GA (Office-Based)
Travel: Up to 20%
Please note this job description is not designed t
Additional Information
Job Title
Service Contract Manager - Parcels NA
Job Description
Service Contract Manager
As a subsidiary of Toyota Industries (TICO), Vanderlande North America is enjoying rapid growth and extraordinary market demand. Vanderlande is a global market leader in material handling system manufacture, design, installation, and service. Vanderlande systems employ the latest in robotic, mechanical, and software technology. Vanderlande's customers are household names in e-commerce, package delivery, and air transportation.
The Service Contract Manager for North America Parcel Services acts as a key strategic and operational partner to the Director of Parcel Services. This role serves as the primary customer-facing coordinator, internal cross-functional integrator, and continuous improvement leader for the Parcel Services organization.
As the Director's right hand, this role ensures customer commitments are met, internal teams are aligned, issues are resolved quickly and professionally, and-critically-that yearly operational and financial targets for the Parcel Services business are protected and achieved.
The position blends customer advocacy, internal coordination, financial awareness, and operational excellence into a single, high-impact role. It plays a direct part in safeguarding revenue, enabling contract profitability, driving repeat customer business, and supporting customer-driven investments that strengthen our long-term partnerships.
Vanderlande · Marietta, GA Usa