Manager, Brokerage Operations

Forward Air•Des Plaines, IL

16h•Onsite

About The Position

The Operations Manager, Brokerage is responsible for coaching, mentoring & leading the operations team to maximize their potential, as well as maintaining world-class customer service across all accounts.

Requirements

Desire to lead, train, and inspire others
Outstanding customer service skills with internal and external clients
Strong written & verbal communication skills
Strong attention to detail
Ability to multitask and execute on responsibilities with urgency and precision
Make decisions with confidence and efficiency
Embrace our values: People, Culture, Relationships
2 years of Operations experience desired

Nice To Haves

Bachelor degree preferred

Responsibilities

Actively participate in daily coaching of direct reports as needed; assist with escalated problem resolution
Conduct monthly KPI meetings with direct reports to review performance, establish/maintain action plans if applicable, and assist with goal setting
Manage approval of PTO for direct reports to ensure proper department coverage at all times
Train new operations team members as they transition into the department
Analyze team utilization of PowerBroker and other technologies to uncover additional ways to streamline productivity and improve processes
Work with Carrier Sales leadership to improve interdepartmental communications, streamline processes, and improve service levels
Maintain high-level, strategic relationships with contacts within your portfolio to organically grow the accounts and expand more business offerings
Actively manage the Load Board for your department to anticipate potential issues, and to ensure world-class service is provided each day
Oversee management of customer KPI metrics by Senior Specialists
Handle escalated customer issues such as OS&D claims, service issues, aging invoices, etc.
Other duties as assigned