Operations Manager

Description

JOB SUMMARY:  The Operations 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.  The Operations Manager is the main line of communication to our customers and provides the highest level of customer service.  The role of the Operations 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.

ESSENTIAL DUTIES:

• Follow and execute all aspects of the EASE Customer Journey.

• Develop lasting relationships by providing superior customer service.

• Work with the Director of Operations 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.
• Work with carriers to quickly recover any service failures to ensure customer satisfaction and escalate when necessary.
• Advise Account Managers and Customers of any service failures, issues, or new developments during the entirety of the shift.
• Accurately update and operate customer portals to provide transparency. 
• Build relationships with carriers to understand needs and secure the utilization of carrier assets.
• Analyze and negotiate rates with carriers based on current market prices.
• React with a sense of urgency to solve problems and look for ways to improve operational inefficiencies.
• Answer inbound calls and make outbound calls to book loads.
• Ensure operations are reviewed by the appropriate party before assigning or leaving for the day.
• Execute EASE Logistics process and standard operating procedures
• Use relationships to help establish a broader carrier capacity.
• Work as a team to book and track freight.
• Proactively manage workday (tasks) by answering phone calls and assisting with consistent communication with carriers/customers.
• Allocate resources to ensure all tasks are completed accurately and on time.

Leadership and Supervisory Responsibilities

• Mentor and build trusting relationships with new team members so to deepen their EASE Logistics and industry knowledge.
• Direct operations personnel to the proper channels for scheduling-related concerns.

• Oversee the entire support shift for 2nd shift.

Qualifications

QUALIFICATIONS

Education

• High School Diploma or GED required.
• An associate degree with a concentration in business, or management is preferred.
• A bachelor’s degree with a concentration in business, or management is preferred.
• Additional related training and certifications will be weighted on a case-by-case basis.

Experience

• 2-3 years of related experience are preferred with a bachelor's degree
• 3-5 years of related experience are preferred with an associate degree
• In lieu of a degree, a minimum of 6 years of related experience is preferred.

Knowledge, Skills, & Abilities

• Energetic, relentless, and thriving on hunting for opportunities.
• Sales, customer service, and/or negotiation-related talents.
• Excellent communicator with a great phone presence.
• Constructive problem solver.
• Flexible in work hours and adaptable to changing workload.
• Proficient in Outlook and Teams, Excel, and Word.
• Experience in the transportation industry is an asset, otherwise must be willing to learn a lot very fast.
• Ability to remain calm under sometimes stressful situations.
• Ability to adapt quickly to different situations and multitask.