Job description

THIRD SHIFT : 11PM - 8AM

Job Objective: The role of Operations Support Manager is critical to the success of our customers. In this role you will oversee the tracking of customer’s freight and communication between customers and the support team throughout the entire transit.

Summary: The Operations Support Manager is responsible for overseeing the entire support shift (2nd, 3rd, or Weekend) by ensuring that all loads are being tracked, booked efficiently, and guaranteeing precision and punctuality. Account Managers will then be able to send accurate updates to their customers providing them with the highest level of customer service.

Essential Duties:

Operational:

• Execute EASE process and standard operating procedures (SOP):
• For correct carrier check calls for entire duration of load
• To identify and solve (client or carrier) issues
• For response time and spot quotes
• Use relationships to help establish a more broad carrier capacity
• Establish a broader carrier capacity by leveraging relationships
• Work as a team to book and track freight
• Proactively manage workday (tasks) by answering phone calls and assisting with consistent communication with carriers/clients.
• Clear, consistent, and professional customer communication

Day to Day:

• Work with Director of Carrier Development to create and maintain KPIs for support teams.
• Mentor and build trusting relationships with Support Team to help develop growth through education and industry knowledge.
• Independently delegate team responsibilities and capacities based on demand.
• Develop relationships with customers and provide transportation quotes when required.
• Work with carriers to quickly recover any service failures to ensure customer satisfaction and escalating when necessary.
• Advise Account Managers and Customers of any service failures, issues, or new developments during entirety of shift.
• Accurately update and operate customer portals to provide transparency.
• Display effective verbal and written communication to both customers and carriers.
• Build relationships with carriers to understand needs and secure utilization of carrier assets.
• Analyze and negotiate rates with carriers based on current market prices.
• React with sense of urgency to solve problems and look for ways to improve operational inefficiencies.
• Answer inbound calls and make outbound calls to book loads when carriers are not calling in on them.
• Ensure all operations are reviewed before leaving or assigns to the appropriate EASE personnel.
• Be able to multitask and provide customer service to our carriers and customers alike.

2+ years of management / leadership experience required.

Job Type: Full-time

Pay: From $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Weekend availability

Work Location: In person

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