JOB TITLE: Service Center Manager

REPORTS TO: Director of Operations

OVERVIEW OF ROLE: To ensure the customer is always serviced first. To assist in achieving our growth goals, service goals and contribution dollar goals while balancing costs to achieve our operating income goals. To create and implement the service center Operations plan in accordance with service center’s Desired State.

DUTIES AND RESPONSIBILITIES:

• Plan, direct and control freight operations in line with our Cultural Beliefs.
• Create and update action steps on the service center Project Management Database in accordance with operational goals. Delete this line
• Attain specific Key Performance Indicators as outlined on the service center budget in the areas of overall Variable Attainment, P&D Stops per Hour, P&D Miles per Stop, Dock Bills per Hour, Linehaul Miles per Stop, Load Average and Overall Transit Service.
• Work with the Quality Department to achieve and maintain desired Obsessive Customer Service score.
• Work with terminal audit results to ensure service center is in compliance with both Safety standards and Operations standards. Empower and hold management team accountable to achieve same results.
• Coordinate and delegate the work of local operations in the areas of: Pickup and Delivery operations, dock operations, linehaul cut-times, claims prevention, determination of amount of manpower hours and staffing, service center physical plant and equipment maintenance and risk management.
• Support both Operations and Sales efforts within the service center as well as across service center lines. Participate in joint sales calls when required.
• Assist centralized customer service and service center office staff with customer problem/issues when necessary. Handle phone calls from customers in accordance with Ward’s telephone etiquette and customer service standards.
• Control service center costs to keep them within budget, including risk minimization for the company in all areas such as claims and safety.
• Work closely with Safety Department to ensure compliance with Safety audit, company policy and external regulations.
• Coordinate monthly Business Development meeting with Sales and other appropriate supervisory staff members in order to identify problems and / or progress with regard to achieving service center goals. Accountable to update and / or make additions to the service center Project Management Database based on output of monthly meeting delete this line. Must be prepared to discuss output with Vice President of Operations and Director of Regional Sales monthly.
• Recognize and/or reward employee contributions (through verbal acknowledgement, mention in the Driving Force Newsletter, gift cards, letter from you, WARD BUCKS, etc.). Confront negative or inappropriate behavior, coaching up utilizing our CCA system, resolving the issue.
• Work closely with Human Resources Department to ensure compliance with company policy in regard to hiring, termination of employees, performance appraisals, etc. and external regulations.
• Properly communicate company policies and plans to all associates and communicate employee feedback to the appropriate department / service center.
• Ensure that employee engagement is alive and well within the service center.
• Ensure that the work environment is customer focused, positive and based on trust and respect thus ensuring we maintain a non-union status at the service center.
• Hold effective daily/weekly meetings with management team and with drivers (both P&D, dock, and Linehaul).
• Participate in Leadership for Results process to identify and improve leadership abilities. Pursue personal development opportunities and encourage others along the same path.

REQUIREMENTS:

• Three to five years working experience in the motor carrier industry preferred, including knowledge of operations, clerical procedures, and DOT and HAZMAT regulations.
• Must have basic understanding of customer service and desire to support Ward’s quest to always service the customer first.
• Must have proven track record of effective supervision performance.
• Must be physically able to walk the dock and in trailers on surfaces that may be slippery and wet at times, be able to move freight with or without aid of freight handling equipment, be able to bend, twist, climb and move about in small spaces, and able to lift and reach objects.
• Must have previous management experience and ability to work well with and direct others.
• Must possess strong communication and leadership skills with the ability to foster open, honest two-way communication both internally and externally.
• Must be organized and able to work with PC.
• Must be able to work hours as required and travel if necessary.
• Must be prepared to assume shift operations with little or some advance notice.
• Must be able to perform all job duties of a supervisor including AS400 (computer) functions as well as deal with other General Office departments as required.

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.