Senior Shipper Experience Manager

Found in: beBee jobs US - 2 weeks ago

Camden, New Jersey, United States NFI Industries Full time

Job Summary:

The Senior Shipper Experience Manager is responsible to the drive best in class operational execution of assigned brokerage shippers as well as directing the work/managing individual operations reps to drive best in class operations execution of existing brokerage customers and further developing long term relationships with our shipper contacts. This position will have multiple direct reports and reports to the Operations manager or Director of operations.

Essential Duties & Responsibilities:

  • Effectively leading a group of operations reps and responsible for interviewing, training, mentoring, managing schedules and directing work.
  • Successfully setting goals for meeting shipper KPIs/execution and measuring results and identifying and managing gaps of operations reps.
  • Collaborating with leadership and HR to make decisions on hiring and terminations for direct reports based on NFI's people management policies.
  • Effectively manage operations and communications to meet shipper KPI's and expectations for assigned accounts.
  • Countinously seek and identify opportunities for growth and proactively communicate challenges, risks etc with branch leadership and sales.
  • Further develop 3x3 relationships at the shipper operations levels.
  • Support branch leadership and sales in account growth strategy initiatives.
  • Skilled Management of Rates & Services with clients for FTL, LTL, and Intermodal services.
  • Develop, implement, and manage SOP's for each account managed by the assigned operations group and maintain customer service concepts and rates implemented
  • Proper positioning of brokerage services within NFI network.
  • Response to sales inquiries and providing pricing on transactional based business as well as providing pricing proposals where applicable.
  • Ensuring proper follow up and management of all loads.
  • Breaking through internal obstacles that limit growth/service consistent with NFI deliverables.
  • A detail orientated mindset associated with managing 1 or multiple NFI customer accounts.
  • Using available internal and industry tools to identify potential improvements and best practices for customers operations
  • Clear communication of service expectations.
  • Foster speed, efficiency and effectiveness in brokerage operations through collaboration with all NFI Departments and willingness to do "Whatever it takes" to ensure customers' needs are met.

Requirements:

  • BA or BS Degree preferred
  • Minimum 5 years of Brokerage/logistics experience preferred working with domestic truckload, LTL, and intermodal shipments.
  • Familiarity with DOT trucking regulations (Hours of Service, Claims etc)
  • Proficient in using MS Office Applications (Word, Excel, PowerPoint)
  • Ability to work in fast paced environment that involves learning and using multiple applications and handling a high volume of phone calls
  • Excellent oral and written communication skills
  • Rudimentary knowledge of TMS programs used for brokerage services
  • Familiarity with External and Internal NFI pricing tools
  • Individual commitment towards sharpening existing or acquiring new skills as required by demands of the business or customers.

Other:

  • Ability to work a flexible schedule based on shipment volume.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

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