After Hours Escalation & Tracking Manager

Job Purpose: We are seeking a highly responsive and detail driven After Hours Escalation & Tracking Manager to support our operations during non-business hours. This role plays a critical part in managing time-sensitive freight, resolving service disruptions, and ensuring end-to-end visibility for our over-the-road shipments. You will serve as the central point of contact for internal teams during nights, weekends, and holidays—ensuring that every load is moving safely, on time, and with full transparency. The ideal candidate will have hands-on OTR logistics experience and be adept at carrier management, performance tracking, and strategic planning to ensure efficient execution and continued growth of our over the road network.

Essential Duties And Responsibilities

• Oversee the monitoring and tracking of all active loads via internal TMS and GPS tools to ensure on-time pickups, transits, and deliveries.
• Handle after-hours escalations, including late pickups/deliveries, breakdowns, weather delays, missed appointments, detention issues, and load refusals.
• Exercise independent judgment to determine the appropriate recovery strategy, including rerouting freight, reassigning carriers, or authorizing additional resources.
• Provide real-time support to drivers, dispatchers, and carrier reps to troubleshoot urgent issues and coordinate solutions.
• Communicate proactively with internal teams regarding exceptions, ETA updates, and resolution timelines.
• Manage load tracking systems (e.g., MacroPoint) to maintain real-time shipment visibility.
• Document all escalations, resolutions, and communications within the TMS for proper handoff and historical reference.
• Analyzes escalation trends, identifies root causes, and develops corrective action plans that influence department processes and policies.
• Has authority to negotiate recovery options, authorize carrier changes, and select cost-effective alternatives to protect freight and minimize financial impact.
• Escalate critical issues to on-call leadership or relevant internal teams when further decision-making is needed.
• Prepare and distribute a detailed shift summary report for the next business day team, including status updates, open issues, and actions taken
• Evaluates and improves after-hours workflows, implements new procedures, and refines escalation protocols.
• Designs, updates, and governs the after-hours escalation framework, ensuring compliance while improving efficiency and service reliability.
  
  

Qualifications

• 5 years of experience in trucking operations, freight brokerage, dispatch, or customer service in a transportation environment. After Hours Escalation & Tracking Manager
• Experience with Transportation Management Systems (TMS) and load tracking platforms (e.g., McLeod, Samsara, MacroPoint, etc.).
• Strong communication skills, both verbal and written - able to keep calm and professional under pressure.
• Excellent problem-solving skills and the ability to make fast, independent decisions.
• Ability to manage time effectively in a high-pressure, fast-paced after-hours environment.
• Availability to work nights, weekends, and holidays - including being on-call for critical freight issues.
  
  

Education And/or Experience Required

• High School Diploma required with previous logistics experience.
• 4 Year College Degree preferred but not mandatory
  
  

Language Skills Sets

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
  
  

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  
  

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to determine “root cause” of problem and determine corrective action.
  
  

Computer Skills

• To perform this job successfully, an individual must have knowledge of Business Operating Systems, Internet software, Word Processing, and Spreadsheet software.
  
  

Physical Demands

• Must be able to occasionally lift and/or move up to 10 pounds.
• Must be able to activate phone systems utilizing keyboards and buttons.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand and walk.
• Must be able to work in excess of continuous 8 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must be able to speak and communicate clearly over telephones.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.
  
  

Benefits

• 401(k) matching
• Medical/Dental/Vision insurance
• Employee discount
• Flexible spending account
• Health savings account
• Paid time off
• Sick Days
• Long-term Disability Insurance
• Short-term Disability Insurance
• Accidental Insurance
• Critical Illness Insurance
• Disability Insurance
  
  

Employer Rights

This job description is intended to provide general information about the After Hours Escalation & Tracking position. The above does not constitute an exhaustive list of the job duties to be performed by an associate holding the position of After Hours Escalation & Tracking, nor are the lists of the physical requirements and environmental conditions exhaustive. You may be asked by your supervisor or managers to perform other duties. Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform.

As with all positions, the duties and responsibilities are subject to change at any time as needs arise and at the discretion of the RJW Transport, Inc. The Company has the right to revise this job description at any time.

Employment-At-Will

It is the Company’s policy that all associates, other than those covered by a written individual employment or labor agreement with the Company that has been authorized in writing by the Company’s Chief Executive Officer or Board of Directors, are not employed for any fixed term and are employed at the will of the Company for an indefinite period. Just as our associate’s, reserve the right to resign their employment at any time for any reason the Company reserves its right to terminate an associate any time for any reason either with or without cause.

Neither this Job Description nor any of its individual terms constitutes commitments between the Company and its associates as to the terms, conditions or duration of employment, nor does it modify the prevailing Employment-At-Will relationship.