Job Summary
This role will lead a team that provides operational support to our Managed Logistics customers. The ideal candidate will bring a strong customer service background and a passion for delivering a world-class customer experience. This position focuses heavily on employee development, coaching, and team performance while ensuring operational excellence. Typical responsibilities will include but are not limited to reporting, process improvement, coaching, training, and oversight of daily execution.
Duties and responsibilities:
- Provide routine coaching and development for all direct reports, focusing on both performance improvement and long-term career growth
- Reviewing and ensuring accuracy of daily reporting both internal and external
- Lead and develop front-line employees who serve as primary points of contact for Managed Logistics customers
- Monitor and report on productivity metrics to drive team performance and operational success
- Implement new processes to improve operational efficiency and close performance gaps
- Training of new employees and validation check points to ensure performance
- Evaluate and adjust current processes to promote scalability and service excellence
- Conduct daily and weekly department meetings to align priorities, performance, and team development
- Collaborate with manager to strengthen alignment between operational goals and team performance
- Create employee schedules to ensure optimal staffing and coverage during peak and off hours
- Maintain strong awareness of team performance and proactively address opportunities for improvement
- Participate in the onboarding and go-live process for new Managed Logistics customers
- Participate in the Managed Logistics on-call program by providing support during nights and weekends as needed
Qualifications:
- Bachelor's degree in supply chain field or equivalent combination of education and experience.
- 3-5 or more years of experience in operations, freight/transportation or purchasing role.
- Customer service experience required, preferably in a fast-paced or customer-facing operational environment
- Demonstrated ability to lead, coach, and develop a team of employees
- Passion for employee development, mentorship, and performance management
- Solution-driven with a proven track record of identifying opportunities and improving processes
- Excellent written and verbal communication skills
- Advanced CRM and TMS skills
- Proficient in Microsoft Excel
