OPERATION MANAGER

OPERATION MANAGER

Position Summary
Plans, organizes and executes all facets of daily activity involving the pre-scheduling, unloading, processing and loading of freight in order to accomplish timely, accurate, safe and cost effective shipment of goods to customer locations either personally or through a staff of supervisors.

Job Responsibilities

• Create, maintain, and enforce compliance to department policies and procedures.
• Develop and maintain customer SOPs to ensure compliance with department policies and procedures with our customers.
• Handle shipment on-hand and setups
• Create shipment reports for customers and incident report for branch management
• Manage daily operational issues and take corrective action to adjust customer complaints
• Provide service and support to both customers regarding shipment arrangement, status, transit schedule, and/or any irregularity
• Answers questions about service
• Key information into operating sustems to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints
• Manage department KPI reporting.
• Manage customer billing
• Actively seek out, recommend, and implement solutions that drive continuous improvement, efficiencies, and accuracy. Eliminate nonvalue added activities.
• Analyze customer ordering patterns and scorecards looking for and implementing opportunities for service improvements, savings and/or cost avoidance.
• Manage the research and approval process for Customer Penalty charges, ensuring timely resolution. Create and maintain root-cause analytic reporting.
• Train and develop staff to ensure they meet their performance goals and improve their skills, preparing them for advancement. Give guidance to staff members to abide by protocol
• Create and maintain training documentation.

Minimum Required Qualifications

• Bachelor’s degree preferred but not require
• Demonstrated willingness to leverage technology
• 3- 5 years of Customer Service experience in a highly deadline driven environment

Skills/Abilities

• Experience in selling in a manufacturing and distribution environment.
• Ability to champion individual customer’s needs while balancing supply chaincapability.
• Ability to create positive customer perception while facilitating fairness to the broader customer base.
• Proficiency in the Microsoft Business suite, and ability to learn new computer programs.
• Ability to demonstrate professionalism and good judgment in a rapidly changing, fast-paced team environment.
• Ability to multitask and coordinate multiple and often conflicting priorities.
• Maintains an outgoing, positive, friendly, and customer-focused attitude.
• Strong written and oral communications skills required

iDC Logistics Inc. is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of the company’s employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.

This job description is intended to set forth the core functions required for this position and describe the general nature of the work performed by employees in this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Employees may be assigned additional responsibilities as necessary. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of the Company’s business, competitive considerations or the work environment changes.