Discount Brokerage Operations Manager jobs in Grand Rapids, MI

Job Description

The Operations Manager works in a fast paced environment that is at the hub of activity in our Strategic Capacity Services business unit and must possess a sense of personal responsibility, ability to deal with multiple tasks, determination to stick with the job until it’s done, willingness to work with a variety of people, and must be proficient at following through on all task assignments. The primary responsibility of an Operations Manager is to plan and direct the activities of the team to meet the needs of Dupré customers and the Branch Network. In addition, they must provide direct supervision of the Operations team, building the quality and productivity of their direct employees through coaching and development. The Operations Manager will develop procedures, establish standards, and administer activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers. This position is responsible for the effective response to Customer/Branch requests, problems, and special needs which can extend to a global client base. As part of a team, the Operations Manager will be measured against specific metrics related to Revenue, Margin & volume generation as well as meeting customer specific KPI’s. The SCS Operations Manager will be responsible for monitoring and monthly tracking of their individual performance against these metrics utilizing Dupré’s in house MercuryGate TMS and CRM tools.

Key duties:

1. Manages Customer / Carrier Relationships

A. Customer Service

· Providing excellent customer service by striving to be proactive in problem solving and providing innovative suggestions for handling customer’s freight and resolution of any operational issues. (KPI = Dupre’ On Time Deliveries)

· Work with the Branch Network, Sales and Customer Success to successfully onboard new or existing business Maximize profit through the development relationship with multiple contacts within customer system and consistent follow-up routine

· Manage RFP Processes and pricing strategies

· Oversee daily operations ensuring all loads are covered

· Coordinate and manage balance of customer freight and carrier capacity

· Create and maintain a freight program that supports and addresses the customer’s challenges, opportunities, and threats while considering their tolerances for transit times, cost, risks and market conditions.

· Manage AR process to keep aging at terms.

· Oversee QBR/Annual customer review

· Monitor current market conditions and update customers on changes that could affect their business

· Manage Onboarding of customers into the Operations Center

a. KPI’s

b. Scorecards

c. Standards by Roles

d. Goals by Roles

e. Efficiency goals

· Sugar/CRM utilization

B. Monitor and review daily/weekly/monthly metrics from production reports

· Maintains performance metrics that measure activities that increase business

· Monitor personal metric performance, identify gaps and seek out coaching/development to close these gaps

· Maintain metrics/reporting for direct reports

· Supports and contributes to budgeting and forecasting

2) Team Lead / Management:

a) Effectively utilizes authority for operational decisions and strategic customer decisions within Operations Center.

· Acts as day-to-day operational leadership for Customer Managers, Carrier Managers, Logistics Coordinators and Logistics Support

· Manage team (situational) including Carrier Managers, Customer Managers, Logistics Coordinators and Logistics Support for day-to-day responsibilities and metric tracking

· Supports and contributes to budgeting, forecasting and P&L

· Participate and provide hiring feedback

· Responsible for onboarding and training of new hires

· Be a technology subject matter expert

· Learn company processes for understanding, executing and improving

· Performance Management

i. Ensure operations is meeting or exceeding customer specific KPI’s

ii. Create and manage carrier scorecards

iii. Create and manage performance metrics by role

iv. Identify areas of improvement to help increase efficiencies

· Manage Escalations

i. Coverage

ii. Claims

iii. Breakdowns

iv. Double Brokering

Job Qualifications

- 5 years of Logistics/Transportation industry experience is required

- 3 years of Supervisory experience is required

- Brokerage Modes Experience – TL, Flatbed, Refrigerated, LTL, Intermodal, Specialty, etc (preferred 5 years)

- Experience in a detail oriented and multi-tasking environment.

- Market & Lane Pricing experience (Customer and Carriers)

- Freight or Logistics with Transportation Management Software experience (preferred 3 yrs)

- Must have a high level of self-motivation, teamwork attitude, customer service skills and high level of organizational skills

- Proficient: Word, Excel, Powerpoint, Outlook Required; Mercury Gate, Parade, PowerBi preferred

Company Description

Dupre’ Logistics is a fast growth transportation & logistics provider that is adding to our organization in order to meet and exceed these goals:

· provide safe service that’s profitable

· continue to profitably grow our business

· be the employer of choice

· be a career destination rather than a stepping stone on your career path

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Grand Rapids, MI: Relocate before starting work (Required)

Work Location: In person