Purpose:
Serve as driver's representative in operations. Manage drivers performance in identified categories and be primary/secondary communication link to drivers. Work to achieve optimum driver and customer satisfaction. To ensure responsibility for the normal duties of the customer service associate position, along with providing backup to the customer service manager in the respective region. Persons in this position will be accountable for customer inquiries, load solicitations and service reporting.
Responsibilities:
Communication to driver including, but not limited to, load information, advances, purchase orders, maintenance coordination, performance counseling and dissemination of general company news and information.
Responsible for assisting and/or managing of part/all of a fleet including, but not limited to effective management for optimum performance in the following categories:
load at the point of dispatch.
Daily accounting of all assigned trucks and drivers
Record details and direction on all loads booked for the assigned area
Act as a substitute for the customer service manager in
a manner, which is seamless and transparent to our customer
Supervise and monitor trailer pools in the respected market
Promptly and logically secure loading and/or unloading appointments
Communicate any problems encountered to the regional manager or customer service manager
Aggressively pursue and expand knowledge of other positions and functions in an effort to broaden your own ability and scope as related to career development
Maintain and monitor the service levels provided to Marten's customers as required and outlined by our sales and marketing department
Perform routine solicitations of customer base, by telephone or other forms of communication
Delegate duties and train customer service associates
Other duties as assigned
RELATIONSHIPS:
Daily interaction with operations personnel, drivers, shippers, consignees, and sales.
ABILITIES/SKILLS REQUIRED:
Excellent verbal and written communication skills
Ability to a handle a fast pace work environment
Ability to prioritize and handle multiple tasks at the same time
Ability to isolate and solve problems efficiently
PHYSICAL REQUIREMENTS:
Sitting for long periods, manual dexterity for data entry, stooping, bending for filing, and light to moderate lifting.
EDUCATION/TRAINING REQUIRED:
Bachelor degree in business, logistics, marketing, or other related majors, or applicable experience