Job Description
The Manager, Expedite Operations is responsible for growing their overall business unit in an industry specific vertical measured by Revenue, Net Revenue and Shipment Count by overseeing all aspects of the day-to-day operations as it relates to quoting, booking and maintenance of their respected customer base. This position is also responsible for improving and maintaining customer satisfaction by monitoring and managing on-time performance, secure ratio, and overall staff performance. The Manager, Expedite Operations has final decision-making authority on all day-to-day operational matters except for those regulated by established standard operating procedures.
The Manager, Expedite Operations is responsible for growing their overall business unit in an industry specific vertical measured by Revenue, Net Revenue and Shipment Count by overseeing all aspects of the day-to-day operations as it relates to quoting, booking and maintenance of their respected customer base. This position is also responsible for improving and maintaining customer satisfaction by monitoring and managing on-time performance, secure ratio, and overall staff performance. The Manager, Expedite Operations has final decision-making authority on all day-to-day operational matters except for those regulated by established standard operating procedures.
Responsibilities
- Assist corporate pricing with RFQ requests.
- Responsible for securement of shipments and fulfillment for the OEM business unit.
- Other duties and projects, as assigned.
- Work with the Manager, Automotive and Director, Ground Expedited Operations to develop corrective actions based on adverse KPI output trends.
- Provide feedback to training department as to training needs of individual staff.
- Gather and analyze monthly data of business units and present to leadership team.
- Hire, develop, monitor, and hold accountable a team consisting of logistics specialists and operations supervisors in accordance with corporate expectations and values (i.e. FDA Good Distribution Practices, government clearance, or maintaining high-security or high-value shipments).
- Conduct daily pre-shift meetings on trending topics, issues, or behaviors.
- Determine staffing needs for a 24/7/365 operation and follow requisition approval process.
- Ensure customer onboarding process is completed accurately for new opportunities.
- Grow and foster a book of business between $40-50 million in annual revenues.
- Provide issue escalation on problems that require decision-making at a higher level of management.
- Prepare and present the QBR slide deck to Nissan on a quarterly basis, onsite in Smyrna, TN.
- Collaborate with the finance team to ensure customer billing requirements are documented and implemented.
- Adjust workflow and staff to maintain Tier 1 status for OEM accounts.
- Measure, monitor, and analyze all KPI data associated with employee and operations performance within the department such as ICSE, SQ, EMP, and IQS compliance.
- Conduct phone audits for Logistics Specialists to provide feedback on performance.
- Train, meet and engage Nissan staff quarterly onsite for up to 3 business days per visit.
- Establish strategic customer partnerships and increase market penetration in collaboration with the assigned Director of Enterprise Sales.
- Evaluate staff to determine incentives, promotions and raises.
- Champion all continuous improvement plans within the vertical and throughout the Expedited Operations department.
- Represent Expedite during annual carrier conferences for OEM customers.
Requirements
Education:
- Bachelor's Degree, preferred
- Experience will be considered in lieu of formal education.
- 1 year as an accomplished Operations Supervisor or similar related job function.
- ArcBest inter-departmental experience, preferred
- Proficient in Microsoft Office Suite, required
- Strong mathematical and statistical experience, required
- Ability to work in a non-routine environment, required
- Ability to work quickly and efficiently on multiple tasks under a timeline, required
- Ability to analyze data and formulate action plans, required
- Accuracy and Attention to Detail
- Analytical Thinking
- Coaching Others
- Customer Interaction
- Effective Communications
- Flexibility and Adaptability
- Interpersonal Relationships
- Managing Multiple Priorities
- Negotiating
- Problem Solving
- Service Excellence
Other Details
Work Hours:
- Generally, 8:00 am - 5:00 pm Monday through Friday with occasional irregular hours depending on workload.
- This is a salary position paid biweekly.
- Variable compensation is included.
About Us
ArcBest® is a multibillion-dollar integrated logistics company that helps keep the global supply chain moving. We offer ground, air, and ocean transportation through various capacity providers, including our LTL carrier ABF Freight®, our truckload service MoLo®, and our expedite fleet, Panther Premium Logistics®. Through our managed solutions, we partner with customers to create logistics strategies that increase operational efficiencies, reduce costs and give better insights into their supply chains. We also offer moving services through U-Pack®. Our technology and innovations team, ArcBest Technologies, provides custom-built solutions, leading-edge technology, and advanced analytics that help support our customers and optimize supply chains. Want to join the ArcBest team? We're looking for top talent who supports our values-driven culture and is driven to deliver an excellent customer experience.
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