Careers

JOB SUMMARY:

• Build strong relationships with key customer contacts
• Deliver proactive updates (milestone updates, delays, service failures)
• Provide positive customer engagements with staff
• Identify issues and consult with the customer to determine the best course of action and implement solutions (process review)
• Design new service solutions
• Directly supervises a team of Associates - leads by example fostering teamwork, and modeling customer-centric behavior.
• Provides leadership & coaching that exceeds employee satisfaction and increases engagement.
• Manages escalated customer interactions with high-level problem-solving.
• Monitors dashboards to maximize day-to-day productivity and provide consistent and sustainable world-class customer service.
• Leads team quality reviews and corrective action process.
• Collaborates with cross-functional teams to identify and implement synergies and continuous improvement opportunities; encourages a change management mindset
• Manages escalations that require a high level of problem-solving for customers and team members.
• Guides and directs team members toward achieving department objectives by monitoring, prioritizing, and balancing workload allocation.
• Builds team by assisting the Terminal Manager with recruiting, selecting, & implementing the onboarding training program for new team members.
• Nurtures team members by driving consistent training and guiding the development of personal growth opportunities.
• Assist with the development, implementation, and enforcement of systems, policies, and procedures.
• Maintains a safe and healthy work environment by supporting and enforcing organization standards and adhering to legal regulations.
• Participates in process and system improvement initiatives, accountable for team member testing and training.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Requirements:

• Required Associate’s degree, Bachelor’s degree preferred
• 3+ years of experience with transportation management and with 3PL or freight forwarder
• Experience leading a team to exceed customer expectations
• Enables team members to grow and succeed through setting clear expectations, reviewing progress, providing feedback, instruction, encouragement, and holding people accountable.
• Exemplifies outstanding leadership qualities, including interpersonal communication and emotional intelligence skills. Promotes the organizational mission and goals and shows the way to achieve them.
• Excellent analytical skills. Understands human, financial, and operational resources issues to make decisions aimed at building and planning efficient overall company performance.