MANAGER OF CUSTOMER SERVICE AND CAPACITY

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POSITION SUMMARY

This position will have multiple operational supervisory responsibilities in the areas of Customer Service, Capacity, and Carrier Relations, all designed to promote the growth and profitability of Epes Logistics Services, Inc.

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 Supervisory: In addition to all duties outlined below, under the direction of the Director of Operations will coordinate the activities of a group of Logistics Specialists and Senior Coordinators, and Senior Pricing Analyst with focus on Customer Service. 

Coordinate and prepare Quarterly Performance Reviews. 

Interact and work closely with department managers and Senior Logistics Coordinators, and Senior Pricing Analysts to anticipate the impact of daily business operations. Attend applicable management meetings.

Lead Scheduled meetings with Senior Logistics Coordinators on the assigned team to discuss goals and budgets for the group

 Assists Sales, Marketing, and Pricing Departments in preparing customer bids, rate requests, and pricing

Secure information from key staff personnel in other departments and/or subsidiaries; correlate and develop goals, action plans, etc.  Strategic planning is essential.  Implement and adhere to budget.  Develop targets and standards for Customer Growth and provide Customer Service

Ensure the organizational structure is capable of handling the stated goals and is staffed with qualified personnel to reach those goals.  Work closely with Director of Operations and Human Resources over employee relations issues, staffing, training, etc.  Assist in the selection and recommendation of personnel for staff positions; train and assign/delegate duties for Senior Logistics Coordinators and Logistics Coordinators.   Measure stated employee performance/productivity levels to ensure staff development.   Reprimand and terminate employees who do not meet company standards.

Responsible for any Customer service Transitions with any Accounts to ensure when a customer is transitioned it is done properly with limited effect on Customer and ELS business.

Customer Service:

Talk with customers by phone on a daily basis, identifying stated needs and developing programs to meet customer expectations.

 Enter into ELS Database orders for load pick-ups which will provide accurate customer billing and carrier settlements.

Supervision of designated carrier-to-customer pick-up with the time of pick-up, delivery, and special instructions as directed by the customer.

Monitor customer activity on a daily, weekly, and annual basis to ensure maximum customer satisfaction, lane analysis, on-time performance, and new activity trends. 

Assist in pricing proposals to maximize customer growth and profitability.

Interact with salesforce to identify new opportunities with existing and potential new customers.

Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated provider for investigation.

Responsible for decisions and implementation of the freight that we take and do not take to ensure profitable customer load count growth and customer requirements are met. 

Responsible for service Standards for ELS customer base and ensuring that each Logistics Coordinator responsible for Customers is utilized to maximum potential while service and growing customer base.

Responsible for handling complaints concerning billing or service rendered on the customer side.

Coordinating with Operations Manager specific needs to ensure capacity year around.

General Duties:

Provide after-hours support for critical issues as needed.

Discuss and coordinate plans and programs with the assigned Director of Operations to ensure maximum profitability and customer service.

Support other Logistics Coordinators as work balance changes to ensure that each and every opportunity is maximized.

Adhere to and comply with Federal, State, DOT, OSHA, and Company rules and regulations.

Demonstrates support to the Epes Carriers, Inc. Quality Management System and its objectives, as applicable.

Work with the Vice President of Quality to establish and promote a true quality improvement process to include the Quality Management System at the company with the involvement of all personnel.

Perform other duties as assigned or become necessary.

PRIORITIES SERVED

  • Customer Service
  • Ensure customer pick-up and delivery schedules are met
  • Ensure that customer concerns or complaints are dealt with on a timely basis
  • Development of new business
  • Problem Resolution
  • Process Improvement
  • Record Accuracy and Integrity
  • Reports

PERFORMANCE MEASUREMENTS

  • Timely and accurate performance of duties.
  • Quality input to Corporate and departmental objectives.
  • Ability to exceed QMS audit expectations.
  • Identification of areas needing improvements and implementation of corrective measures.
  • Effectiveness of employee relations; employee development and training.
  • On-time service percentage to customers
  • Gross margin dollars versus budgeted margin dollars
  • Maintain a positive behavior standard by acting and communicating in a manner that is professional and helps you get along with customers, clients, co-workers and management.

SUPERVISORY RESPONSIBILITIES

Coordinate the activities of a group of Senior Logistics Coordinators in designated geographic regions and customer groups.

Responsible for manpower planning of subordinates

 Responsible for the performance and efficiency of all team members.

DESIRABLE QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum high school diploma.  Some college preferred. 
  • Minimum of 3 years related experience.
  • Strong computer skills with knowledge of Microsoft Word, Excel, etc.  Excellent work history with a proven track record.
  • Excellent data entry skills—accuracy is very important.
  • Excellent communication skills.
  • Ability to pass a pre-employment drug test.
  • Professional, clean, neat appearance.
  • No convictions of serious crimes.

COMMUNICATION SKILLS

  • Ability to read and comprehend general instructions, correspondence, and memos. 
  • Ability to read and interpret general business periodicals. 
  • Ability to write reports and business correspondence. 
  • Ability to effectively present information and speak before groups of employees and outside consultants and respond to questions/comments from the same.

OTHER NECESSARY SKILLS

  • Ability to work independently.  Ability to take initiative and be a self-starter.
  • Ability to plan and organize workload.  Ability to handle very detailed information.
  • Ability and flexibility to handle work pressure and work with interruptions.
  • Ability to meet work processes deadlines.
  • Ability to handle multiple priorities.
  • Ability to function as a team player.
  • Ability to effectively communicate with customers, employees, vendors, consultants, and auditors.
  • Willing to learn and accept responsibility.
  • Strong knowledge of acceptable Epes Logistics Services, Inc. standards.
  • Ability to work flexible hours as needed.
  • Ability to interact in a professional manner with employees, vendors, and customers.
  • Ability to integrate and analyze data.
  • Excellent mathematical skills in adding, subtracting, multiplying, dividing, and analyzing rates.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to determine reasonableness of detail and summary information as related to accounting reports.  Ability to define problems, collect data, establish facts, and draw valid conclusions. 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; reach with hands and arms; stoop, kneel or crouch.  The employee must occasionally lift and/or move up to 25 pounds and occasionally roll or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. The employee will work on a computer and simultaneously use the telephone more than 90% of the time and must have good hand/finger dexterity.  The employee will also be required to travel various distances as needed.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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