Manager – Load Planning and Customer Service

Key Duties and Responsibilities:

Summary: To provide leadership, coaching, and guidance to the assigned team of related support staff with a focus on the achievement of the financial plans. Plans and directs key planning and customer service improvement initiatives that are focused on improving scorecard and data accuracy and removing waste within the operation. Responsible for managing the day-to-day load planning execution including ensuring timely dispatch of outbound and inbound customer orders and ensuring planning with the foresight that all loads deliver and pick up on time.

Key Performance Indicators:

• Weekly miles: 500K weekly miles; annualized
• Unbillable miles: 2% of total miles; annualized
• Trailer pools: 95% meeting goal 

Job Responsibilities:

• Setting goals for each member of their team with regular follow-up and coaching.
• Motivate, train, coach, and mentor a highly engaged team.
• Plan freight and equipment in regions for maximum utilization and profitability.
• Assign loads in a manner that allows for on-time pick-up and delivery.
• Meet driver/equipment routing needs.
• Manage deadhead under 30% of total miles annualized.
• Utilize equipment to provide maximum productivity.
• Manage trailer pools 95% of requirements by the customer.
• Build relationships with key contacts within the customer.
• Own customer service processes and procedures.
• Analyze data to spot trends and variances.
• Drive a service-oriented culture through root cause analysis and accountability for non-compliance.
• Manage special assignments and projects as assigned.
• Promote productive and professional interactions within the office.
• Work closely with the operations team to forecast the number of drivers needed to cover current volumes.
•  LH2/NGS loads – utilize sale force tickets to gain time when needed.
• Identify load volume to send 1-way, and manage all brokered freight volume.
• Build relationships with backhaul customers to fit into the network.
• Ensuring scorecard data is cleaned up each week by Monday for the prior week
• Weekly compilation and reporting of key performance metrics.
• Occasional travel to customer locations to address operational issues and concerns.
• Monthly governance meeting presentation on key initiatives and actions taken to improve performance.

Experience Required:

3+ years of related experience

Tagged as: Operations