Transportation & Customer Service Manager

Ballester Hermanos, Inc.•Cataño, PR

6d•Onsite

About The Position

En Ballester Hermanos Inc. (BHI), creemos que nuestra gente es el corazón de todo lo que hacemos. Siempre estamos en busca de personas apasionadas y proactivas para unirse a nuestro equipo. En cada rol, no solo contribuirás a las operaciones, sino que también ayudarás a dar forma a la experiencia del empleado y del cliente, empoderarás a quienes te rodean y darás vida a nuestra cultura orientada al servicio. Serás un conector, un solucionador de problemas y un socio de confianza para impulsar nuestra misión. En BHI, cada día comienza con un propósito claro: servir con excelencia, pasión y compromiso. No solo distribuimos productos: entregamos calidad, confianza y bienestar a miles de familias. Cada decisión, cada tarea, cada entrega —desde nuestras oficinas hasta nuestros almacenes y rutas— refleja nuestro profundo compromiso con el cuidado, el respeto y la excelencia que nuestros consumidores merecen. Si crees que un gran servicio comienza desde adentro, y estás listo para crecer en una empresa donde la versatilidad, la iniciativa y el corazón son lo más valorado, esta es tu oportunidad. The Transportation & Customer Service Manager is responsible for leading, optimizing, and supervising all transportation and customer service operations to ensure safe, efficient, customer‑centric logistics execution. This role oversees fleet performance, delivery quality, route efficiency, cost control, and the customer experience while ensuring full compliance with QA/QC standards and occupational safety protocols. As a key member of the Operations leadership team, the Manager drives process improvement, operational excellence, team development, and strategic decision‑making across the transportation and customer service structure.

Requirements

8 to 10 years of progressive experience in transportation, logistics, distribution, or related operational roles.
Minimum of 5 years of experience leading and supervising teams in fast‑paced operational environments.
Bachelor’s degree in Business Administration, Industrial Management, Supply Chain, or a related field.
Bilingual proficiency (Spanish/English), with strong written communication skills in both languages.
Experience working with ERP systems such as Oracle, SAP, AS‑400, and Omnitracs or equivalent platforms to support transportation, logistics, or operational workflows.
Proficiency in GPS‑based fleet tracking tools, telematics platforms, or transportation management systems (TMS).
Strong computer literacy and proficiency in Microsoft Office Suite.
Availability to work outside regular business hours when business needs arise.
Demonstrated experience in customer service and the ability to manage internal and external client relationships.
Strong communication, task coordination, organizational, and priority‑setting skills.
Ability to analyze data, identify trends, and drive improvements in transportation workflows.
Proven ability to redesign processes and enhance work efficiency.

Nice To Haves

Leadership & Team Development
Analytical Thinking & Decision‑Making
Customer Service Excellence
Operational Efficiency
Problem Solving
Process Reengineering
Budget Management
Cross‑Functional Collaboration

Responsibilities

Oversee daily transportation activities, including routing, fleet utilization, fuel management, and delivery execution.
Ensure on‑time delivery performance and define KPIs to measure departmental effectiveness.
Monitor mileage distribution, overtime levels, fuel consumption, and cost per route to identify trends and improvement opportunities.
Approve and evaluate payroll for drivers and helpers, ensuring alignment with budget targets.
Determine resource needs (vehicles, equipment, personnel) based on operational demand.
Supervise contract services such as truck washing, fumigation, and carrier agreements.
Act as backup for the immediate supervisor when required.
Oversee fleet maintenance, coordinating repairs with mechanics and third-party vendors (e.g., Ryder).
Ensure all transportation systems are maintained and operating effectively.
Manage petty cash for drivers, diesel purchasing, and payment of hauling services.
Supervise customer service processes, ensuring responsiveness, accuracy, and alignment with delivery operations.
Implement and maintain Customer Service Guidelines to standardize service excellence across the department.
Collaborate closely with internal teams to resolve customer escalations and drive continuous improvement.
Lead initiatives to eliminate redundancies, streamline workflows, and improve delivery cycle time.
Create and update departmental processes, standard operating procedures, job descriptions, and performance expectations.
Analyze actual vs. budget metrics and develop cost‑saving projects.
Prepare and optimize delivery routes to ensure efficiency and equity in workload distribution.
Actively participate in QA/QC protocols and respond to communications regarding product handling, process changes, supplier updates, regulatory requirements, and incidents.
Ensure proper product handling, temperature control, deviation monitoring, product recalls, and contamination risk mitigation.
Support the company’s commitment to food safety “from farm to table,” safeguarding product integrity.
Serve as an active member (directly or indirectly) of the Occupational Health & Safety Committee.
Maintain full compliance with all health and safety protocols.