Responsible for a catchment area of government distribution centers, requiring travel within geographic footprint. Serves as supervisor over Field Service Representatives. Enforces work standards and performance objectives.
Provides critical input into the development of government contract support plans, coordinates the execution of the plan at the distribution centers, monitors and ensures standards in quality and service are met, evaluates performance through metric assessments, recommends process improvements.
Manages a team of field service representatives and/or specialists establishing work standards, performance objectives and enforcement through regular oversight. Ensures team standards are achieved and initiates improvement actions when necessary. Works collaboratively with the team to ensure consistency in service requirements.
Represents the front-line customer service function to government clients and contracted carriers; serving as a point of contact for service-related inquiries.
Monitors and report program performance against key performance indicators (KPIs) and performance standards, recommending process improvements when opportunities are identified. Analyzes performance trends and takes proactive steps to prevent service shortcomings. Required Experience 7+ years of experience in the commercial trucking or maritime industry, preferably skilled in U.S. government logistics, transportation or acquisitions. Experience in first-line team leadership.
TECHNICAL PROFICIENCY: Proficient in Microsoft Office products, including Word, Access and Excel. Proficient in transportation management systems preferred.
COMPETENCIES: Ability to communicate effectively verbally and in writing, including conveying technical information to technical and non-technical users. Ability to establish and maintain effective working relationships with internal/external business partners. Ability to evaluate process effectiveness and develop change or alternatives. Ability to function effectively with, or as part of a team. Ability to indirectly mentor, coach, train and/or supervise employees. Ability to effectively manage projects that may vary in nature and scope. Ability to identify and/or document existing and new trend, as well as evaluate and predict their impact on the organization.
Knowledge of and ability to apply the concepts, principles and practices of change management. Knowledge of and ability to interpret and apply related professional/company standards as well as applicable federal, state and/or local laws, ordinances, rules and regulations. Knowledge of and ability to apply the principles and practices to strategically align tasks and people with the organizational goals and objectives. Demonstrated ability to effectively and efficiently support multiple projects/priorities with varying complexity. Must possess strong communication and problem solving skills. Required Education Bachelor's degree in business, transportation or a related field.