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Posted 3w ago

Operations Manager - 2nd Shift

@ EASE Logistics
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Dublin, Ohio, United States
OnsiteFull Time
Responsibilities:overseeing team, tracking freight, negotiating rates
Requirements Summary:Oversee 2nd-shift support team to track and book loads, maintain KPIs, provide customer service, mentor staff, negotiate carrier rates, and operate customer portals. Preferred supply chain/3PL experience and business/management education.
Technical Tools Mentioned:Microsoft Outlook, Microsoft Teams, Microsoft Excel, Microsoft Word
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Job Description

JOB SUMMARY:  The Operations Manager is responsible for overseeing the 2nd shift support team 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:



 




  • Work with the Director of Operations to create and maintain KPIs for support teams.

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

  • Develop lasting relationships by providing superior customer service.

  • 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 on 2nd shift.