What are the responsibilities and job description for the Manager, Brokerage Operations position at Forward?
Position: Operations Manager, Brokerage
Compensation: $116,000 Annually
Job Description:
The Operations Manager, Brokerage is responsible for coaching, mentoring & leading the operations team to maximize their potential, as well as maintaining world-class customer service across all accounts.
Core Responsibilities & Duties:
- Actively participate in daily coaching of direct reports as needed; assist with escalated problem resolution
- Conduct monthly KPI meetings with direct reports to review performance, establish/maintain action plans if applicable, and assist with goal setting
- Manage approval of PTO for direct reports to ensure proper department coverage at all times
- Train new operations team members as they transition into the department
- Analyze team utilization of PowerBroker and other technologies to uncover additional ways to streamline productivity and improve processes
- Work with Carrier Sales leadership to improve interdepartmental communications, streamline processes, and improve service levels
- Maintain high-level, strategic relationships with contacts within your portfolio to organically grow the accounts and expand more business offerings
- Actively manage the Load Board for your department to anticipate potential issues, and to ensure world-class service is provided each day
- Oversee management of customer KPI metrics by Senior Specialists
- Handle escalated customer issues such as OS&D claims, service issues, aging invoices, etc.
- Other duties as assigned
Qualifications:
- Desire to lead, train, and inspire others
- Outstanding customer service skills with internal and external clients
- Strong written & verbal communication skills
- Strong attention to detail
- Ability to multitask and execute on responsibilities with urgency and precision
- Make decisions with confidence and efficiency
- Embrace our values: People, Culture, Relationships
- Bachelor degree preferred
- 2 years of Operations experience desired
Forward Air is an Equal Opportunity employer.
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Salary : $116,000