Service Center Manager III

About the role

The Service Center Manager reports directly to the District Operations Manager and is responsible for a small to large size transportation service center. This role oversees a diverse range of LTL operations across multiple shifts within a fast-paced environment, including working in various weather conditions on the dock. The position ensures freight moves within safety and business guidelines while maintaining strong, positive customer relationships. The successful candidate will demonstrate strong leadership skills and a customer service focus.

Responsibilities

• Lead, guide, and direct Service Center employees, including setting goals, monitoring performance, providing coaching, counseling, and development.
• Manage all hiring, training, and terminations; ensure all paperwork is processed according to company guidelines with timely follow-up.
• Enforce compliance with all company policies, safety rules, and government regulations.
• Develop and deliver internal and external strategies to provide superior service to customers.
• Implement, analyze, and monitor revenue, service goals, expenses, profits, budgets, and obligations with business partners.
• Create and implement an annual business plan for the Service Center, including strategies, Quarterly Business Reviews, and Period P&L Analysis.
• Support customer relationships, oversee profit and cost controls, and ensure safety, service, and quality measures are implemented, audited, and corrected.
• Manage and oversee all Service Center functions, including dock operations, city operations, and scheduling for timely freight deliveries.
• Ensure all KPIs set by the company are met.
• Maintain effective working relationships with other departments such as safety, sales, claims, loss prevention, customer care, and fleet services.
• Investigate customer complaints, implement corrective actions, and identify continuous improvement opportunities.
• Act as the company’s representative before government agencies or legal representatives.
• Regular attendance is required; perform any additional duties as assigned.

Requirements

• High School Diploma or General Educational Degree (GED); Bachelor’s Degree preferred.
• A minimum of five years of leadership experience in the LTL industry; previous experience managing an LTL Service Center operation preferred.
• Good computer skills (AS400 and MS Office a plus).
• Proven leadership, team-building, and interpersonal skills.
• Excellent customer focus and strong leadership skills, including the ability to hire, coach, counsel, train, mentor, and terminate employees.
• Excellent verbal, written, and listening communication skills.
• Strong planning and organizational skills; ability to create, implement, and monitor training programs.
• Some travel required.
• Strong work ethic and problem-solving skills.
• Willingness to work an average of 50 hours per week, including any shift and in all weather conditions as needed.
• Ability to lift approximately 20 lbs. or more as required by job functions.
• Compliance with all company policies, rules, procedures, and Code of Conduct.
• Ability to work independently or in a team setting under tight time constraints in a high-volume environment with multiple priorities.
• Ability to read, interpret, and comply with written information such as safety rules, operations manuals, and maintenance instructions.
• Must pass a pre-employment drug screen, random drug/alcohol tests, and a criminal history background check.
• Must be authorized to work in the United States.

Physical Demands

• Regularly required to talk or hear.
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Frequently required to sit and use hands to operate computers and other standard office equipment.
• Occasionally required to stand, walk, lift, twist, turn, and reach with hands and arms.
• Must be capable of lifting a minimum of 20 lbs. or more as required by job functions.

Work Environment

• Frequently exposed to work near moving mechanical parts and fumes or airborne particles.
• May be required to work in high or precarious places, with hazardous materials, and in various weather conditions.
• Noise level ranges from quiet to loud, depending on job functions.

About Estes

Estes is the largest privately owned freight carrier in North America. As an asset-based transportation provider with a global footprint, Estes delivers reliable freight solutions and exceptional service. With nearly a century of freight shipping expertise, Estes operates a robust fleet and a vast network of over 10,000 doors and 280 terminals. The company offers comprehensive transportation solutions, including Less Than Truckload (LTL), Volume LTL, Truckload, Time Critical Guaranteed, Custom Shipping and Logistics, and Final Mile.

Our mission is to deliver responsive freight solutions so employees and customers can focus on what matters most. Estes fosters a family-inspired culture built on integrity and trust, driving the way we work. We value courage, grit, and determination in overcoming challenges and embrace a diverse workforce to improve outcomes.