Bay & Bay Transportation Hiring for Customer Service Operations Manager Job at Eagan, MN Full Time

POSITION DESCRIPTION:

Position Title: Customer Service – Operations Manager

Department: Operations

Location: Eagan, MN

Reports To: Director Customer Service

SUMMARY OF POSITION:

Through exemplary customer service ensure we are efficiently meeting requirements of customers at the same time ensuring driver and contractor safety, profitability and utilization.

Responsibilities include, but not limited to:

Supervisory:

• Complete timely performance appraisals and salary reviews based on the corporate guidelines.
• Assist with interviewing, selecting and training new employees
• Responsible for retention and maximum productivity on the dedicated and OTR fleets.
• As a member of the management team, coordinate activities, participate in decision making and interdepartmental issues.

Customer Service:

• Manage team to ensure e-mails, phone calls are responded to quickly and concisely.
• Maintain pertinent information by ensuring each position has a well laid out SOP.
• Manage team to efficiently pull tenders, enter freight, communicate changes to freight and update EDI with appropriate service codes.
• Be a liaison between customers and all departments, vendors, and areas on customer metrics, solicitation, accessorials, customer profiles, and equipment.
• Build strong relationships with sales team to ensure we manage the customer relationship together and are successful in that relationship.
• Manage team to ensure appointments and reschedules are updated promptly and efficiently.
• Manage team to perform end of day duties including following up on any open issues, completing all communication (e-mail, phone, message board), make sure all tenders, EDI, trailers are updated, and adding issues to the night/weekend report.
• Maintain and understand customer scorecards that includes commitments, EDI, trailers pools, load acceptance and rejection, and On-Time Delivery and Pick-ups.
• Maintain regular and consistent attendance, and perform miscellaneous duties as assigned.

Fright Network – Profitability:

• Manage freight acceptance for the Network, ensuring a 10% oversold balance a crossed the network.
• Manage surge acceptance to meet customer needs and ensure that highest paying freight is taken to meet company goals.
• Manage CSM’s to ensure that internal and external award communication to ensure changes needed are executed to ensure success during award changes, including trailer pools and service execution.
• Identify challenges with lanes, shippers, destination to sales and management by coming up with solutions for all parties involved (escalation).

Safety:

• Understand customer procedures with overweight, claims, cargo, and security to help with Federal/State regulations.
• Manage team to ensure appointments made have enough time to meet Hour Service Regulations safely and legally.

Utilization:

• Manage team to verify and update trailers at locations to ensure trailer pools are accurate to reduce unnecessary deadhead and additional miles finding trailers. Escalate issues with trailer pool utilization with customers and to sales team if needed.
• Manage team to confirm customers locations, have trailers available or live unloads that will turn drivers and contractors in proficient manner.
• Manage team to ensure pickup and delivery times are set accurately with the correct pickup or delivery number.

Qualifications and Education Requirements:

• 4-year College Degree and/or previous transportation experience preferred.
• Working knowledge of, and proficiency with internal computer systems and programs, including but not limited to: transportation management systems, spreadsheets, word documents, etc. The ability to multi-task, be detail oriented with strong written and verbal skills and can work in a fast-paced environment. Effective communication and listening skills.

Additional Notes:

• Duties may change at the discretion of management; other duties may be assigned as necessary.
• This job description does not change the at will status. You are free to terminate your employment with the Company for any reason. Likewise, the Company reserves the right to terminate your employment at any time for any reason.
• Professional behavior is always a requirement. This includes a consistently positive, helpful and professional attitude, tone of voice, communication and presentation towards trainers, vendors, customers, drivers, contractors and co-workers.
• The ability to handle stressful situations in a non-confrontational, problem-solving manner is required.

Job Type: Full-time

Pay: $70,000.00 – $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location