What are the responsibilities and job description for the Operations - Customer Relations Manager - Cabool position at Western Dairy Transport LLC?
Job Summary: The Customer Relations Manager is responsible for proper management of all Customer Relations management for WD Logistics. This position oversees Customer Relations Representatives who are providing outstanding customer service, managing customer inquiries, and coordinating logistics operations to ensure timely and accurate delivery.
Supervisory Responsibilities:
Organizes and oversees the schedules and work of direct reports
Provide oversight, leadership support, and training to WD Logistics supervisors and brokers
Develop action plans, audit operations, and propose efficiency improvements
Recruits and interviews prospective employees and chooses the best applicant based on skills, knowledge, and abilities required for the job
Provides orientation and training for new employees
Completes performance evaluations that are timely and constructive
Communicates expectations, coaches for improvement, and distributes discipline as necessary according to policy
Essential Functions:
Develops, implements, and oversees new procedures to increase efficiency
Identify and monitor vital KPI’s and provide reports to management
Streamline operations with a focus on standard operating procedures
Maintain a positive and professional attitude toward customers at all times
Respond promptly to customer inquiries
Communicate with customers through various channels in a timely and professional manner.
Acknowledge and resolve customer complaints.
Prepare orders and communicate customer requests to brokers
Keep records of customer interactions, transactions, comments, and complaints
Answer questions with thorough knowledge of our services and products
Work closely with brokers by communicating customer orders and needs through various channels
Collaborate with internal teams to resolve any customer related issues.
Develop new business opportunities with shippers and carriers
Source, negotiate, and book freight with shippers and carriers
Collaborate with internal teams to optimize logistics and maximize profitability
Identify opportunities to reduce transportation costs without compromising service quality
Implement innovative solutions to improve efficiency in carrier operations.
Identify opportunities for process improvements and contribute to enhancing customer satisfaction.
Assist with the preparation of reports related to logistics performance and customer feedback.
Ensure compliance with company policies and procedures in all interactions.
Travel within designated region as needed
Represent the organization at conferences, trade shows, and networking events to promote services and expand market presence
Other duties as assigned
Required Qualifications:
High School Diploma or equivalent
Must be able to pass a pre-employment drug test and submit to the company random drug and alcohol program
Valid Driver’s license in state of residency with acceptable driving record
Proficient in basic computer skills, Microsoft Office suite and Google Workspace
Communicate effectively and professionally with all levels of internal and external staff
Manage multiple tasks independently to meet deadlines
Ability to adapt to changing schedules and priorities
Knowledge of DOT, FMCSA regulations or the transportation industry
Ability to work any schedule including nights, weekends, and holidays ;and travel as needed to any terminal or location
Strong attention to detail and problem-solving skills
Experience 5 years in operational management role
Ability to lead and influence others
Preferred:
Bachelor’s degree in Transportation or Supply Chain Management, Business Administration, or related field
Proven experience in logistics management or operations within the trucking industry
Advanced knowledge of TMW software
Valid Class A Commercial Driver’s License (CDL) with tank endorsement
Experience in sales or customer relationship management with the ability to identify opportunities, negotiate effectively, and close deals
Physical Requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: Must possess mobility to work in a standard office setting and use standard office equipment including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Must be able to remain in a stationary position for extended periods. This is mostly a sedentary office classification, although standing in outdoor work areas and walking between terminals, maintenance shops and CMV operating areas for short periods can be necessary. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator, and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds.
Work Environment: The duties of this job are performed in both an office environment, a CMV Terminal environment, and outdoors, thereby experiencing some minor to moderate level of noise due to office/CMV equipment. Exposure to various climate conditions, fumes, dust, odors, oil/grease, and gasses.
Western Dairy Transport provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Supervisory Responsibilities:
Organizes and oversees the schedules and work of direct reports
Provide oversight, leadership support, and training to WD Logistics supervisors and brokers
Develop action plans, audit operations, and propose efficiency improvements
Recruits and interviews prospective employees and chooses the best applicant based on skills, knowledge, and abilities required for the job
Provides orientation and training for new employees
Completes performance evaluations that are timely and constructive
Communicates expectations, coaches for improvement, and distributes discipline as necessary according to policy
Essential Functions:
Develops, implements, and oversees new procedures to increase efficiency
Identify and monitor vital KPI’s and provide reports to management
Streamline operations with a focus on standard operating procedures
Maintain a positive and professional attitude toward customers at all times
Respond promptly to customer inquiries
Communicate with customers through various channels in a timely and professional manner.
Acknowledge and resolve customer complaints.
Prepare orders and communicate customer requests to brokers
Keep records of customer interactions, transactions, comments, and complaints
Answer questions with thorough knowledge of our services and products
Work closely with brokers by communicating customer orders and needs through various channels
Collaborate with internal teams to resolve any customer related issues.
Develop new business opportunities with shippers and carriers
Source, negotiate, and book freight with shippers and carriers
Collaborate with internal teams to optimize logistics and maximize profitability
Identify opportunities to reduce transportation costs without compromising service quality
Implement innovative solutions to improve efficiency in carrier operations.
Identify opportunities for process improvements and contribute to enhancing customer satisfaction.
Assist with the preparation of reports related to logistics performance and customer feedback.
Ensure compliance with company policies and procedures in all interactions.
Travel within designated region as needed
Represent the organization at conferences, trade shows, and networking events to promote services and expand market presence
Other duties as assigned
Required Qualifications:
High School Diploma or equivalent
Must be able to pass a pre-employment drug test and submit to the company random drug and alcohol program
Valid Driver’s license in state of residency with acceptable driving record
Proficient in basic computer skills, Microsoft Office suite and Google Workspace
Communicate effectively and professionally with all levels of internal and external staff
Manage multiple tasks independently to meet deadlines
Ability to adapt to changing schedules and priorities
Knowledge of DOT, FMCSA regulations or the transportation industry
Ability to work any schedule including nights, weekends, and holidays ;and travel as needed to any terminal or location
Strong attention to detail and problem-solving skills
Experience 5 years in operational management role
Ability to lead and influence others
Preferred:
Bachelor’s degree in Transportation or Supply Chain Management, Business Administration, or related field
Proven experience in logistics management or operations within the trucking industry
Advanced knowledge of TMW software
Valid Class A Commercial Driver’s License (CDL) with tank endorsement
Experience in sales or customer relationship management with the ability to identify opportunities, negotiate effectively, and close deals
Physical Requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: Must possess mobility to work in a standard office setting and use standard office equipment including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Must be able to remain in a stationary position for extended periods. This is mostly a sedentary office classification, although standing in outdoor work areas and walking between terminals, maintenance shops and CMV operating areas for short periods can be necessary. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator, and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds.
Work Environment: The duties of this job are performed in both an office environment, a CMV Terminal environment, and outdoors, thereby experiencing some minor to moderate level of noise due to office/CMV equipment. Exposure to various climate conditions, fumes, dust, odors, oil/grease, and gasses.
Western Dairy Transport provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
