Operations Manager

TITLE: Operations Manager

ABOUT THE COMPANY: American Expediting is the nation's premier custom transport provider. Our people are smart, creative problem-solvers dedicated to crafting custom transport, logistics, warehousing, and distribution solutions for some of the world's most dynamic brands. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for mission-critical, time-critical shipments. And our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.

SUMMARY: Manages the day-to-day front-line operations functions (customer service, dispatch, transportation and warehouse) to ensure all shipments are efficiently processed, recovered and dispatched to meet time-critical deadlines required by clients. This position is also responsible for supporting local sales.

REPORTS TO: Regional Manager

RESPONSIBILITIES:

· Accountable for increasing financials while maintaining excellent customer service

· Focus on operational excellence and controlling QA and CAPAs

· Develop a local sales strategy

· Identify local competition; learn their strategy

· Build local ground customer network to complement national and wholesale business

· Build relationships with current customers to increase customer service and increase sales

· Recruit and train associates; provide leadership and development

· Lead and manage a team through optimal performance

· Operational fundamentals – management of scheduling, shipments and analyzing volume trends

· Assist with the development monitoring of KPIs, analysis of repetitive operational problems

· Monitor all shipments daily to ensure that shipments are collected and delivered within agreed time frames

· Work with customers to ensure that collection requirements are met and that they are always kept informed during the process to ensure visibility

· Work with all offices and local service providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times

· Attend customer meetings and teleconferences, when required

· Ensure shift patterns are maintained to meet the 24/7 coverage requirement

SKILLS:

· Excellent communication skills with the ability to influence others

· Excellent problem solving and prioritization skills essential

· Ability to multitask and stay organized

· Ability to hold your team accountable

· Ability to generate data from our operating system to pinpoint below standard KPI’s

QUALIFICATIONS:

· Experience in managing a customer service / dispatch environment

· Previous transportation/logistics experience required

· Experience in same day delivery and sales is a plus

· Flexibility in working hours required to support weekend and 24/7 hours of coverage required