Job Summary:

　　Lead and manage the day-to-day activities of the Coordinators insuring continual success and improvement of revenue/profit enhancement, operational service integrity and staff development

　　Motivate, inspire and build relationships. Lead by example

　　Support the Coordinators assigned to the Lead by answering their questions and assisting with quoting and customer service inquiry situations beyond the knowledge base and/or skill level of the Coordinators

　　Deliver initial and recurrent training in software applications, operational procedures, pricing procedures and administrative procedures to the Coordinators. Goal is to provide 100% compliance in all process procedures and delivery the ultimate customer experience to external and internal customers of the Estes Solution Center/Time Critical. Collaborate with solution center and time critical center leadership to identify and assess employee training

　　Review, evaluate and address service and cost issues on a real time basis by formulating corrective measures to both eliminate issues and/or maximize opportunities from both single shipments and consolidations

　　Follow-up on Time Critical internal process failure occurrences, providing documented feedback to the individual in a timely manner (within 2 work days) and also work with Manager to develop counseling documentation if problem persists

　　Continually evaluate all processes relating to time critical. Offer suggestions to improve processes that will result in positive impact to the customer’s and/or Coordinators’ experience. Insure a consistently positive customer experience creating repeat business opportunities while insuring operating profitability. Keeping the customer first, create and maintain strong, positive working relationships with all team members, external customers and service providers, both internal and external

　　Work assertively to develop and maintain “best in class” service through pro-active issue identification and resolution

　　Prepare staff performance reports and conduct audits as needed related to operational and customer experience process compliance

　　Liaison between field sales team, terminal staff and the customer

　　Conduct training with Solution Center/Time Critical staff as required

　　Continually improve the relationships with all stakeholders in the time critical and solution center business

　　Must be able to handle a wide array of complex responsibilities with accuracy, finesse and enthusiasm

　　Regular attendance is required.

　　This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

　　Qualifications:

　　High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background. College degree preferred

　　One year experience supporting a call center staff with emphasis on training and productivity preferred

　　Experience working in Freight Forwarding or Transportation industry preferred

　　Experience planning, developing, and managing projects in a dynamic environment preferred

　　Must be able support business needs. Not Limited to working overtime, the ability to change work schedules and on-call when needed

　　Must perform in a professional manner at all times

　　Strong ability to communicate effectively with customers and field sales staff

　　Ability to manage processes as it relates to time critical services within a call center

　　Strong computer skills, ability to quickly learn new applications

　　Intermediate Word and Excel capabilities

　　Demonstrate effective written and verbal communication skills and telephone skills

　　Strong Project Management skills, attention to detail and good follow-up skills

　　Ability to adjust without hesitation when priorities change

　　Ability to type and update computer system quickly and accurately

　　Good judgment; knows when to escalate issues and when to try to resolve

　　Self-starter and ability to work with little direction

　　Good math aptitude

　　Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job

　　Must be able to comply with all company policies, rules, procedures and Code of Conduct

　　Must be able to interact well with others

　　Must be able to work independently, or in a team setting

　　Must be capable of working under tight time constraints in a high volume environment with multiple priorities

　　Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines

　　Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check

　　Must be authorized to work in the United States

　　Physical Demands:

　　The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

　　Work Environment:

　　The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.

　　Estes values a diverse workforce and affirmatively promotes a company culture that embraces the concept that outcomes are improved when our workforce is made up of people with different viewpoints. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by law. Come find your new career at Work4Estes.com! Applications are accepted online only through this website. If you need an accommodation to apply, call the number on the website.