Job Summary:
**Duties and Responsibilities**- Provide routine coaching and development for all direct reports, focusing on both performance improvement and long-term career growth- Foster a culture of employee engagement, development, and accountability through consistent mentorship and feedback- 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- Evaluate and adjust current processes to promote scalability and service excellence- Conduct daily and weekly department meetings to align on priorities, performance, and team development- Collaborate with upper leadership to strengthen alignment between operational goals and team performance- Audit timecards to ensure accuracy and compliance- Create employee schedules to ensure optimal staffing and coverage during peak hours- Maintain strong awareness of team performance and proactively address opportunities for improvement- Handle escalations from Managed Logistics customers as well as cross-department interactions to ensure timely resolution- Develop employees to further their careers both within and outside of Managed Logistics through coaching and professional guidance- Build strong relationships with employees to drive engagement, retention, and performance- Ensure direct reports consistently meet operational deliverables and service expectations- Achieve stakeholder satisfaction by managing relationships and calibrating expectations with internal and external partners- Participate in the customer satisfaction program by responding to and addressing negative customer survey feedback- Perform regular cultivation calls with Managed Logistics customers to strengthen relationships and ensure service satisfaction- 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**- Minimum 1 year of transportation or logistics experience required- 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