Driver Onboarding and Relations Specialist

Werner Enterprises•Omaha, NE

4d•Onsite

About The Position

The Driver Onboarding and Relations Specialist will collaborate with Werner drivers to ensure an excellent driver experience from the day they are assigned to a transportation manager. This role develops and executes a personalized welcome and onboarding process, providing a single, reliable point of contact for new drivers during their crucial first 30 days with Werner. The Specialist will provide live support to drivers, resolve issues, enhance communication, and build strong, first impressions to increase driver retention. This role will provide additional follow-up calls after 14 and 30 days to ensure the driver feels comfortable with the transportation manager, onboarding is complete, and the driver is ready to transition fully to the operations team. This role will also possess the autonomy to problem solve various issues and make decisions regarding equipment, pay and safety related matters.

Requirements

Empathy, helpfulness, de-escalation, positive demeanor, situational negative to positive.
Excellent listening and quick, logical decision-making skills with a focus on resolving issues at the source.
Ability to communicate in a respectful and professional manner with the ability to relate to individuals at all levels.
Proficiency in office database systems, PC operation, and relevant communication tools.

Nice To Haves

Preferred transportation or fleet management experience (specifically within the truckload industry).
Ability to quickly acclimate to Werner policies and procedures.
Fleet management, customer service, driver management, and communication is preferred.

Responsibilities

Execute the initial onboarding process by welcoming new drivers to the team, promoting a positive and inclusive culture, and ensuring they feel included & supported from day one.
Act as a primary liaison between the driver and other departments to identify and resolve issues, answer questions, and provide assistance via any necessary form of communication.
Assist in developing action plans with the driver, appropriate departments, and the oversight committee to ensure concerns are fully resolved.
Conduct follow-up calls with every driver after their first 14th & 30th days to assess their experience and assist with any initial challenges. Timely follow-up with any driver or reporting associate referred to another department to ensure needs are met.
Provide a warm introduction and verbal handoff to the driver's new Transportation Manager (TM) following a detailed overview of their specific fleet.
Assist with new process developments and training initiatives designed to improve the driver experience and increase retention.