Manager, Refrigerated Cargo Management

Ocean Network Express

23h•Hybrid

About The Position

Reporting to the Senior Manager, the Manager is responsible for the strategic creation and execution of short, medium, and long-term goals for the Reefer Cargo Management Team. This role oversees the development of policies and procedures to ensure optimal account plan execution, customer satisfaction, and company profitability. The Manager leads teams in the specialized handling of Reefer accounts, working cross-functionally with the Refrigerated Cargo Planning team and other departments within NA to drive operational excellence. Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha (“K” LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world’s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of the Premier Alliance, a global ocean carrier consortium.

Requirements

Extensive knowledge of North American organizations, products, and logistics services.
Ability to work flexible hours, including holidays, as necessary to support global operations.
Must be available for travel domestically when required for business needs.
Fluent, professional-level communication.
Ability to work extended hours and travel (Domestic and International).
Strong skills in plan development, team building, and staff support with a professional demeanor.
Strong data handling skills and the ability to apply critical thinking to sound decision-making.
High level of both verbal and written communication skills.
Ability to multitask, prioritize, and adapt to change quickly for high-end results.
Experience with G Suite and Microsoft Office.
Technical ability to organize and analyze data.
Expert-level proficiency in Case Management and Business Development tracking within ONE Force.
Ability to synthesize complex data sets to identify market trends, operational risks, and KPI performance.
Extensive knowledge of North American logistics infrastructure, service products, and supply chain management.
Ability to interpret/apply service contract terms and provide operational data for commercial needs.
Experience in creating, implementing, and auditing Standard Operating Procedures (SOPs) for large-scale teams.
2+ management experience.
4+ function-related experience.
Bachelor’s degree or equivalent experience required.

Nice To Haves

Preference given to refrigerated cargo services knowledge.
Knowledge of rail, vessel, and terminal operation, customs is preferred but not required.

Responsibilities

Anticipate, analyze, and execute plans necessary for departmental success and profitability.
Directly manage 1 supervisor and indirectly oversee 7 analysts.
Align distribution of workload and staffing requirements.
Oversee hiring, workforce planning, performance reviews, and coaching.
Serve as a day-to-day functional leader capable of identifying risks and opportunities to support overall team goals.
Drive business process improvements by collaborating with internal stakeholders (Refrigerated Cargo Planning, Refrigerated Cargo Operations, Sales, Carrier Services, Digital Customer Success, Documentation and Quality Assurance, etc.) and external customers.
Foster a positive, high-performance work environment that motivates teams to adapt to market shifts and achieve organizational targets.
Ensure the team is equipped with the training and knowledge required for top-level execution of account support strategies.
Maintain an intimate understanding of changing customer demands and expectations to improve service levels.
Report customer demand intelligence up to senior leadership.
Ensure specialists are equipped with the knowledge and training required for top-level account support.
Work with department leaders to drive efficiency and improve profitability across the organization.
Lead the creation and delivery of both internal and external presentations.
Enforce disciplined use of ONE Force for all Case Management, customer interactions, and business development reporting.
Manage incoming customer escalations and resolve complex operational challenges involving cargo movement.
Responsible for the creation and maintenance of the department’s Standard Operating Procedures (SOPs).
Liaise with Data Architecture and Service Optimization teams to create customized reporting and KPI/Metric tracking.
Maintain extensive knowledge of import/export cargo operations, including rail, vessel, and terminal operations.
Collaborate with internal management to define and extract crucial customer requirements to ensure project success.