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AI Summary
The Freight Operations Manager oversees daily activities of the freight desk, including managing staff, handling escalations, and ensuring operational efficiency. They are responsible for implementing training programs, coordinating team development, and meeting specific performance metrics regarding shipment volume and response times.
PURPOSE
Worldwide Express operates within a fast-paced industry that draws motivated, quick-thinking and proactive people. The company nurtures a culture where ideas, questions, challenges, open two-way communication and risk-taking are welcomed without fear of failure.
The Worldwide Express Freight Operations Manager position is designed to be an integral part of the Freight Operations Team. This position focuses on managing the day-to-day operation of a high-volume freight desk as well as providing development and training for all members of the Freight Desk team.
ESSENTIAL DUTIES & RESPONSIBILITIES
•Manage day-to-day activities of the Freight Desk and Freight Specialists
•Management of monthly schedule of vacations and holidays
•Management of phone and ticket traffic via ZenDesk
•Handling of escalated customer and field issues
•Implementation of standard operating procedures and training programs
•Planning and coordination of employee skills and career development
•Conducting of employee Reviews
•7AM - 4PM PST SCHEDULE
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
•Exceptional communication skills
•Proactive demeanor and strong attention to detail
•Comfort within a fast-paced, results-oriented environment
•Positive and outgoing customer service approach
•Planning, organizing and time management skills
•Willingness to adapt to new methods, procedures and techniques
•Ability to create opportunities and minimize potential problems by anticipating and preparing in advance
•Ability to demonstrate interest, skill and success in getting people within a team to work together
•Discernment to make decisions wisely, after adequately contemplating various available courses of action
•Aptitude for problem analysis
•Sought out as an expert to provide assistance for other Freight Specialists
•Strong commitment to achieving goals
•Ability to take responsibility for the team’s performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback and addressing any performance issues as they arise.
•Ensure that the missed pickup percentage is less than 5% of our total shipment volume
•Maintain a team average first response time of less than 15 minutes
•Maintain a team average resolution time of 4 hours
QUALIFICATIONS:
High school diploma or equivalent experience
4-year degree, preferred
3-6 years of related experience
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