Operations Executive

Job Title: Operations Executive Division: Customer Operations 

Reports To: Senior Director of Operations FLSA Status: Full-Time; Exempt 

POSITION SUMMARY

In this role, you will be responsible for answering calls, emails, building orders, scheduling appointments, communicating with warehouses, customers, carriers, and other partners within the industry. You will also be responsible for having tough conversations with day-to-day contacts internally and externally, and be a source of guidance for operators who are still gaining industry experience. As an operations executive, it is most important that you possess attention to detail, communication, and problem-solving skills. You will be responsible for coordinating transportation services for a variety of customers with different requirements. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Daily transaction and client solutions management:

• Scheduling appointments with shippers and receivers via online portals, phone, and email. 
• Ability to route shipments to minimize transit times. 
• Manual data entry of information on a per load basis. 
• Responsible for planning and tracking the shipments of goods following customers’ requirements.
• Producing strategic solutions to accommodate shipper and customer needs. 
• Quality communication skills through phone, email, and face to face. 
• Manually add information to and build location files in McLeod. 
• Maintaining pertinent information in customer and shipper files. 
• Develop basic full truck load rating knowledge. 
• Follow individual team goals and processes. 
• Understand, follow, and emulate Zipline value.
• Create process plans for each customer account. 
• Exceptional knowledge of geography, transit times, and time zones. 
• Higher-level problem solving with the carrier team. 
• Exceptional load board organization and management. 
• Building relationships with shippers/receivers and customers through great customer service.
• Develop supply chain expertise and industry knowledge to better service our customers. 
• Market knowledge, staying up to date with market fluctuations, recognize past historical trends. 
• Provides support to sales, carrier teams, accounting, and other operations teams when needed.
• Handle issues related to small order value claims
• Build LTL orders in TMS’s (transportation management systems), understanding LTL processes and classifications.
• Provide backup on other accounts when teammates are not available

Client relationship management:

• Assessing client’s needs, advising on effective transportation solutions and alternatives, monitoring shipments, solving issues before they impact clients, organizing/analyzing/reporting information for clients to assist them in decision-making. 
• Increase customer satisfaction by building relationships with shippers/receivers by optimizing operations. 

Generating new business:

• Prospecting, qualifying, and making contact through phone and face-to-face meetings with potential clients in our target markets. 
• Work cross-functionally with sales team to generate new business. 

REQUIRED SKILLS AND COMPETENCIES

• Ability to train others on account operations.
• Ability to clearly articulate account plans to leadership.
• Basic mathematical calculations.
• Excellent organizational skills.
• Ability to handle multiple tasks.
• Detail oriented, committed to deadlines and have solid verbal and written communication skills.
• Ability to work well on a team and to collaborate across internal teams.
• Willingness to learn.
• Flexibility, Empathy, self-motivated.
• Ability to work in a fast-paced environment.