Ops Coordinator - CSP

About the role

Provides operational support through the coordination of quality, service, and administrative functions in the pickup and delivery area. Responsible for the dispatch of transportation equipment in accordance with the Linehaul plan to minimize costs and ensure service integrity. Performs process checks to ensure regulatory compliance.

Responsibilities

• Monitors facility reporting metrics related to service, safety, cost, and quality on a daily basis.
• Investigates potential performance issues and addresses them with Business Contacts and Authorized Officers (BC/AO).
• Reviews inaccuracies in generated reports with appropriate parties, including administrative staff and BC/AOs, ensures errors are corrected in systems, and verifies accuracy of reported metrics.
• Communicates with BC/AOs of Independent Contractors (ICs), Independent Service Providers (ISPs), and temporary agency employees regarding day-to-day operations, including IC/ISP requested load plan changes, and implements these changes into Vision/VRP systems.
• Reviews operational metrics with BC/AOs that affect daily planning and performance, including service and customer satisfaction.
• Investigates customer service complaints such as disputed deliveries, missing packages, early and late pickups, etc., and communicates resolved issues directly with the customer to ensure satisfaction.
• Escalates unresolved issues with BC/AOs to appropriate management.
• Maintains and updates vehicle maintenance information on all temporary and/or company-owned assets, ensuring contractually agreed-upon standards and Department of Transportation (DOT) requirements are adhered to for both company and vendor equipment.
• Creates and maintains files for company and vendor equipment, ensuring all relevant insurance and maintenance documents are accurate and up to date.
• Creates and maintains files in accordance with DOT regulations for all drivers (IC, ISP, and Temporary).
• Assists in the development and implementation of corrective action plans if discrepancies or violations are found in the Business Control Self Assessment (BCSA) tests for the appropriate area.
• Coordinates the dispatch of linehaul transportation equipment, accurately entering all dispatch events into the online system to ensure timely delivery and pickup of trailers.
• Completes yard inventory to verify the location of equipment.
• Investigates and reports linehaul schedule delays, accidents, and equipment failures, and implements contingency plans to ensure on-time load delivery in the event of an en-route trailer breakdown or accident.
• May perform driver release audits as assigned (Contractor model stations only).
• May organize, plan, and/or execute driver training classes.
• Performs other duties as assigned.

Requirements

• High school diploma or GED required; Bachelor’s degree in Business, Logistics, or a related area preferred.
• Administrative support, customer service, or dock operations experience preferred.

Skills

• Customer service skills necessary to effectively and professionally respond to requests and issues.
• Time management, organizational, and multi-tasking skills necessary to work in a fast-paced team environment, handling various tasks and changing priorities while maintaining high attention to detail and accuracy.
• Verbal and written communication skills necessary to communicate with various audiences.
• Ability to read, interpret, and draw conclusions from numerical data and written information.
• Software skills, including use of Microsoft Office software and web-based applications.
• Knowledge of concepts, practices, procedures, and transportation regulations used in Pickup and Delivery and Linehaul field operations, including Department of Transportation (DOT) regulations.

Job Conditions

• May work in hot and cold temperatures.
• May work in an area with loud noise and fumes.
• May have to lift or carry up to 20 pounds.
• Minimal travel required.

Preferred Qualifications

Pay transparency details and additional information about comprehensive benefits are available (refer to the original posting for specifics).