EFM - Manager, Network Solutions

Estes Forwarding Worldwide•Nashville, TN

5d•$90,000 - $130,000•Onsite

About The Position

Estes Final Mile (EFM), launched in 2016, is a subsidiary of Estes Express Lines focused on delivering consumer and retail goods nationwide. EFM aims to provide a world-class customer delivery experience through a technology-enabled delivery network, offering industry-leading service. The company is proud to offer competitive pay and a comprehensive benefits package.

Requirements

Ability to establish credibility and communicate effectively with customer leaders, carrier partners, executive leadership, and cross-functional teams.
Strong customer relationship management, service-review facilitation, consultative problem-solving, negotiation, conflict-resolution, and de-escalation skills.
Ability to analyze service data, customer feedback, exception trends, and information from multiple sources; identify root causes and alternatives; and translate findings into practical operational, network, capacity, process, and carrier-partner solutions.
Ability to lead multi-party action plans, assign accountability, manage change and competing priorities, communicate progress, and drive work through closure without direct authority.
Demonstrated program-development, project-management, and launch leadership, including coordination of internal departments and external partners.
Ability to read and interpret complex business and technical documents, contracts, rate schedules, operating requirements, and service data, and to prepare and present reports, recommendations, action plans, performance results, and business correspondence.
Knowledge of transportation, final-mile and White Glove operations, dock operations, quality freight handling, carrier economics, and nationwide network planning.
Intermediate proficiency in Microsoft Office, web-based, analytics, and job-specific software; ability to build collaborative relationships, adapt communication style, and maintain stable performance under pressure.
Ability to influence and coordinate internal teams, customers, and external carrier partners.
Ability to read and interpret complex business and/or technical documents.
Ability to write comprehensive reports and detailed business correspondence.
Ability to work with managers or directors and communicate ambiguous concepts.
Ability to present to groups across the organization.
Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
Must be eligible to work in the United States.
Candidates who receive a job offer will be required to successfully pass a drug screen and a background check.

Nice To Haves

Minimum of a Bachelor's degree (or equivalent) preferred and 5 years of experience in transportation, logistics, carrier management, customer-facing operations, final mile, or White Glove.
Experience developing nationwide carrier networks; designing or launching White Glove or specialized final-mile programs; leading customer service resolution; and coordinating cross-functional operational solutions preferred.
However, a combination of experience and/or education will be taken into consideration.

Responsibilities

Develops delivery solutions through EFM’s nationwide carrier network and serves as the operational lead for assigned customers, implementations, and service issues.
Coordinates customer solutions, expands network capacity and coverage, develops carrier partners, and supports customer retention and growth.
Launches a scalable nationwide White Glove product for Estes Final Mile.
Serves as the customer-facing operational relationship and resolution lead for assigned customers, new implementations, strategic service needs, and accounts requiring focused service improvement.
Establishes scheduled customer service reviews, post-implementation checkpoints, and site visits to understand operating requirements and constraints, identify service gaps, and uncover retention, growth, and service-expansion opportunities.
Leads the investigation and resolution of recurring, systemic, or strategically significant service concerns involving EFM's delivery network or carrier partners, while coordinating routine shipment-level exceptions through Customer Experience and Operations.
Coordinates National Network Management, Operations, Customer Experience, Implementation, Sales, and carrier partners to identify root causes, assign corrective actions and completion dates, maintain customer communication, escalate unresolved matters, and verify sustainable improvement.
Translates customer feedback, exception trends, and service data into practical network, capacity, process, training, equipment, technology, communication, and carrier-development solutions; partners with Sales and Operations to address retention risks, new-business requirements, and service-expansion needs.
Identifies geographic, capacity, service, and capability gaps within EFM's network; develops sourcing strategies; and maintains a pipeline of qualified carrier partners in existing and emerging markets, including the nationwide coverage needed for scalable White Glove services.
Recruits, evaluates, qualifies, and develops carrier partners across the United States based on operational capabilities, geographic coverage, equipment, staffing, financial stability, technology, safety, service quality, and customer and White Glove requirements; conducts partner site visits, operational assessments, and ride-alongs as needed.
Leads commercial discussions with prospective and developing carrier partners, including Schedule B implementation and rate negotiations within approved parameters.
Develops partner readiness or improvement plans and coordinates with National Network Management and Operations for onboarding, implementation, and early-stage launch stabilization, ensuring required training, technology, equipment, and service standards are satisfied before activation.
Builds and maintains direct working relationships with carrier ownership groups, terminal managers, and operational leadership to support service resolution, capability development, customer implementations, and network expansion.
Leads, with the Executive Team and cross-functional leaders, the design, documentation, implementation, and launch of the nationwide White Glove product, including the operating model, service standards, partner requirements, coverage plan, implementation roadmap, and launch-readiness criteria; monitors industry capacity, carrier economics, competitive conditions, and transportation cost trends, and recommends network-expansion opportunities.
Maintains reporting on customer reviews, solution initiatives, open actions, coverage gaps, prospective partners, network-development activity, and White Glove milestones, partner readiness, coverage, and launch status; and supports EFM's Core Values and safety expectations.
Complies with company C-TPAT and TSA security procedures.
Performs other duties as assigned.