Customer Service Operations Manager

Full-Time | Eagan, MN, US

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:

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.

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.

Requirements include:

• 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.

Advantages of Bay & Bay Transportation:

• Smaller company atmosphere, where you’re a person, not a number.
• Solid company PTO policy, paid company holidays, and 401K.
• Full medical, dental and vision insurance options, as well as short and long term disability and life insurance.
• New modern office facility with on-site fitness center, standing desks, foosball/games, and much more!
• Advancement opportunities with various options for growth.   

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.

Bay & Bay is equal opportunity, affirmative action, and veteran-friendly employer. We encourage qualified women, minorities, individuals with disabilities, and veterans to apply. If you are looking for a rewarding and challenging position with a national leading trucking and logistics company, we’d like to hear from you!

Bay & Bay is equal opportunity, affirmative action, and veteran-friendly employer. We encourage qualified women, minorities, individuals with disabilities, and veterans to apply.