Operations Manager

JOB TITLE: Service Center Operations Manager

REPORTS TO: Service Center Manager

OVERVIEW OF ROLE: To function and perform as a SCM in training while overseeing the day to day operation of the service center. To ensure the customer is always serviced first. To assist in achieving our growth goals and contribution dollar goals while balancing costs to generate a profit. To create and implement the service center operations plan in accordance with service center’s operational goals. To achieve service excellence while complying with all safety and company audit provisions.

WARD IS ACCEPTING APPLICATIONS FOR FUTURE EMPLOYMENT OPPORTUNITIES IN THIS AREA OF INTEREST

DUTIES AND RESPONSIBLITIES:

• Train and educate all supervisors on shift management, hold effective pre-shift with management team to reinforce expectations, operational direction and safety. Distribute productivity numbers and prior day’s results to supervisors daily. Communicate expectations for overall performance in all areas of productivity for optimal cost management. Properly communicate company plans and policies to all associates, communicate employee feedback to the appropriate department/service center.
• Coordinate and/or delegate the work of local operations in the areas of: Pickup and delivery operations, dock operations, linehaul cut-times, claims prevention, determination of amount of daily manpower hours and staffing, equipment maintenance and safety both on the dock and on the street. Plan, direct and control operations in line with our intent of always servicing the customer first while adhering to the Ward culture beliefs.
• Attain operational goals in the areas of overall driver and dock performance, missed pickups, on-time service, paid overtime hours, weight and inspection goals, and safety and operations audits score. Work with audit results to ensure the service center is in compliance with both safety standards and operations standards. Empower, support, and hold management team accountable to achieve company goals.
• Analyze all KPI data from prior day/week and identify opportunities to maximize control of service center costs to keep them within plan, including risk minimization for the company in all areas such as claims and safety.
• Enforce all safety items pertaining to company policy and audit compliance: yellow vests, safety shoes, seatbelts, no hoods/phones/earpieces/headphones on the dock or in the yard, arms, legs, head, and feet in forklift driving area only, etc.
• Effectively navigate all necessary software (including but not limited to the AS400 system and Maven), to monitor and manage routes planned for the day. Ensure all freight is out for delivery according to service standards and customer requirements.
• Regularly monitor email inboxes to ensure prompt responses to inquiries/messages pertaining to customer service and operational needs.
• Assist service center office staff with customer service phone calls regarding scheduling appointment freight, tracing, customer problem resolution, etc. Assist OS&D associates in resolving any outstanding issues with distressed freight. Ensure all applicable policies and procedures are followed daily.
• Support the Sales team’s efforts in effectively adhering to customer needs while still staying profitable for the company..
• Attend monthly P&L meetings with SCM and director as required.
• Work closely with Human Resources Department to ensure compliance with company policy, and external regulations for all employees at the SC, by recognizing good performance and holding them accountable for poor performance.
• Ensure all aspects of the business are satisfied when Service Center Manager is out of office or not present. Work closely with Service Center Manager (or Director of Operations if applicable) to ensure that all outstanding tasks are completed in a timely manner.
• Understand Ward’s SC audit and take direct action and responsibility for its adherence to its guidelines.

REQUIREMENTS:

• Three to five years working experience in the motor carrier industry preferred, including knowledge of operations, clerical procedures, and DOT and HAZMAT regulations. Must have a thorough understanding of customer service and a desire to support Ward’s cultural beliefs.
• Must have proven track record of effective supervision performance and be willing to achieve service excellence through accountability and execution. Must possess strong communication and leadership skills with the ability to foster open, honest two-way communication both internally and externally.
• Must be physically able to walk the dock and in trailers on surfaces that may be slippery and wet at times, be able to move freight with or without aid of freight handling equipment, be able to bend, twist, climb and move about in small spaces, and able to lift and reach objects.
• Must be willing and able to adjust to changing, dynamic work conditions such as fluctuating freight levels, varying equipment pool changes, and onboarding of new customers.
• Must be organized and able to work with PC.
• Must be able to work hours as required and travel if necessary.
• Must be prepared to assume shift operations with little or some advance notice.
• Must be able to assume, lead and direct all facets of business including the inbound, outbound, and dispatch operations and all service center manager functions as needed.

GENERAL BENEFIT LISTING:

As a family-owned and operated business that believes in treating its employees like family. This is why we offer our full-time employees a long list of benefits.

• Direct Deposit
• On Demand Pay
• Paid Time Off
• Paid Holidays
• 401(k) Plan with Company Match
• Employee Assistance Program (EAP)
• Medical, Prescription, Dental and Vision Insurance
• Telemedicine
• Health Savings Account
• Flexible Spending Account
• Wellness Program with Health Reimbursement Account
• Group Life and AD&D Insurance
• Company-Provided Short-Term Disability
• Voluntary Worksite Benefits
• Home, Auto and Pet Insurance
• 529 College Savings Plan
• Credit Union

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.