Operational Excellence Manager

Tucker Company Worldwide•Haddonfield, NJ

1d•$79,200 - $118,800•Onsite

About The Position

Key Accountabilities & Responsibilities Cultivate strategic leadership and mentorship across all team members through ongoing training and development initiatives: Champions, promotes, and inspires core values, strategic goals, company initiatives and culture through internal and external channels and key stakeholders. Manage and optimize team resources Effectively on-board, assimilate, manage, and develop Capacity and Customer Experience team members by ensuring the cultural assimilation process is carried out at a team level and executing the performance management process. Ensure direct reports training records are successfully managed and completed within the timeframe outline for each specific role. Execute optimal freight transaction management by managing team-wide adherence to Tucker’s mission, policies, core values as well as customer expectations, industry policies and best practices. Where necessary, recommend additional, new, or different resources to DOE to ensure the team always has the capability and bandwidth to support existing accounts, on-board new customers, and execute new business at the highest level. Mentor and develop team members to ensure the required proficiency needed to support customer growth, satisfaction, and service continuity is maintained or exceeded across all team members at the highest level. Maximize Operational Productivity: Identify, leverage, and assimilate technological needs and solutions that drive business growth, increase productivity, and/or increase and optimize customer or carrier satisfaction and base. Demonstrate and model proactive and effective communication to ensure internal and external customers and carriers are aware of changes and issues before or as they happen. Win new and existing business by leveraging effective pricing and on-boarding strategies: Leads and participates in execution strategy for new customer opportunities and on-boarding activities in collaboration with Business Development to ensure business and customer objectives are met. Drive growth and service continuity by ensuring team members are fully proficient and fluent in the language, terms, and service requirements of their service niche, and collaborate with the Training Development Manager when additional training is needed. Maximize corporate profitability, customer satisfaction, performance and retention: In collaboration with DOE, Business Development, and senior leadership, consistently use data to develop insights and implement strategies to increase revenue and profitability, including identifying lanes producing negative ROI. Through collaboration with Pricing and Business Development, align sell pricing strategies with market intelligence to consistently meet or exceed profitability and load goals Minimize number of loads turned back or lost. Work with Business Development and VPSV to fully integrate assigned customers’ requirements, expectations, and industry policies and practices into daily freight transaction management to deliver excellent service. Resolve and document all complaints, service failures, or CAPAs that require escalation to ensure a response that builds customer trust and satisfaction with Tucker services. Enhance Tucker’s ‘stickiness’ with customers and deepen customer relationships by attending select customer visits, QBRs, industry events or company sponsored events. Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker’s CRM platform to ensure cross functional visibility. Support corporate profitability, customer growth and satisfaction by collaborating with Capacity Development to source sustainable carrier capacity to meet or exceed customer expectations: With Carrier Development, build and maintain consistent capacity across customers in the team Work closely with Capacity Development to ensure effective on-boarding of new carriers Share customer, lanes, or opportunities that are not meeting customer or company expectations with Capacity Development to source better performing solutions. Ensure the team is positioned to win new business and maximize profitability by: Collaborating with Business Development and DOE on account projections for existing customer accounts and specifically set individual goals for Capacity Specialists within team. Through collaboration with Pricing, Business Development, and Capacity Development, align buying strategies with market intelligence to consistently maximize profitability. · Position Tucker as a “Broker of Choice” for carriers while maximizing and optimizing your team’s carrier performance and relationships. Collaborate with Capacity Development Manager to forge deep and wide carrier relationships Integrate and leverage preferred carriers to increase carrier utilization and performance KPIs, Use Tucker’s Carrier CAPA process to resolve service failures, drive performance improvement, and ensure alignment with Tucker’s value proposition to customer, where necessary.

Requirements

College degree
5+ years’ experience in customer service, sales, or other customer-facing position in the transportation industry
Intermediate to Advanced understanding of the freight brokerage, 3PL, transportation, or supply chain industry
Intermediate to Advanced MS Office skills, primarily with Word, Excel, Outlook, Teams, Power BI and SharePoint
Ability to analyze, parse, and present data to make recommendation and build strategic plans
Ability to use and learn new software and technologies
Enthusiasm to negotiate service and pricing in a live environment
Excellent organizational skills
Excellent written and verbal communication
Position requires demonstrated ability to professionally and diplomatically communicate in writing, over the phone, and face to face; resolve conflict, meet deadlines; work under pressure; think logically; multi-task; and make prudent decisions and recommendations.
This position is part of a compensated departmental on-call rotation where some scheduled after hours and weekend support is required.

Nice To Haves

Bachelor’s Degree
Experience leading a team
Customer Service Experience a plus
Excellent Presentation Skills
Certified Transportation Broker (CTB) certificate

Responsibilities

Cultivate strategic leadership and mentorship across all team members through ongoing training and development initiatives
Champions, promotes, and inspires core values, strategic goals, company initiatives and culture through internal and external channels and key stakeholders.
Manage and optimize team resources
Effectively on-board, assimilate, manage, and develop Capacity and Customer Experience team members by ensuring the cultural assimilation process is carried out at a team level and executing the performance management process.
Ensure direct reports training records are successfully managed and completed within the timeframe outline for each specific role.
Execute optimal freight transaction management by managing team-wide adherence to Tucker’s mission, policies, core values as well as customer expectations, industry policies and best practices.
Where necessary, recommend additional, new, or different resources to DOE to ensure the team always has the capability and bandwidth to support existing accounts, on-board new customers, and execute new business at the highest level.
Mentor and develop team members to ensure the required proficiency needed to support customer growth, satisfaction, and service continuity is maintained or exceeded across all team members at the highest level.
Identify, leverage, and assimilate technological needs and solutions that drive business growth, increase productivity, and/or increase and optimize customer or carrier satisfaction and base.
Demonstrate and model proactive and effective communication to ensure internal and external customers and carriers are aware of changes and issues before or as they happen.
Leads and participates in execution strategy for new customer opportunities and on-boarding activities in collaboration with Business Development to ensure business and customer objectives are met.
Drive growth and service continuity by ensuring team members are fully proficient and fluent in the language, terms, and service requirements of their service niche, and collaborate with the Training Development Manager when additional training is needed.
In collaboration with DOE, Business Development, and senior leadership, consistently use data to develop insights and implement strategies to increase revenue and profitability, including identifying lanes producing negative ROI.
Through collaboration with Pricing and Business Development, align sell pricing strategies with market intelligence to consistently meet or exceed profitability and load goals
Minimize number of loads turned back or lost.
Work with Business Development and VPSV to fully integrate assigned customers’ requirements, expectations, and industry policies and practices into daily freight transaction management to deliver excellent service.
Resolve and document all complaints, service failures, or CAPAs that require escalation to ensure a response that builds customer trust and satisfaction with Tucker services.
Enhance Tucker’s ‘stickiness’ with customers and deepen customer relationships by attending select customer visits, QBRs, industry events or company sponsored events.
Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker’s CRM platform to ensure cross functional visibility.
With Carrier Development, build and maintain consistent capacity across customers in the team
Work closely with Capacity Development to ensure effective on-boarding of new carriers
Share customer, lanes, or opportunities that are not meeting customer or company expectations with Capacity Development to source better performing solutions.
Collaborating with Business Development and DOE on account projections for existing customer accounts and specifically set individual goals for Capacity Specialists within team.
Through collaboration with Pricing, Business Development, and Capacity Development, align buying strategies with market intelligence to consistently maximize profitability.
Position Tucker as a “Broker of Choice” for carriers while maximizing and optimizing your team’s carrier performance and relationships.
Collaborate with Capacity Development Manager to forge deep and wide carrier relationships
Integrate and leverage preferred carriers to increase carrier utilization and performance KPIs,
Use Tucker’s Carrier CAPA process to resolve service failures, drive performance improvement, and ensure alignment with Tucker’s value proposition to customer, where necessary.