Operations Specialist

Description

Summary

The Operations Specialist performs a variety of account management activities in accordance with USCs procedures and processes and accreditation requirements to ensure all customer charters are administered to meet customers’ needs and expectations and deliver the highest level of customer satisfaction. Operations Specialist III serves as next in charge in the absence of the manager; helping to resolve matters related to the daily operations.

Key Accountabilities

Job Coverage

• Match quoted job with vendors
• Negotiate with vendors to secure advantageous terms
• Monitor driver hours to ensure alignment with job details
• Ensure awarded charters are confirmed within 48 hours of notice.
• Confirm charter details with vendor
• Ensure USC established profit margin is reached when awarding charters

Safety and Compliance

• Ensure charter vehicle meets USC standards
• Ensure no vendors are on “red list”
• Check all vendors insurance within 7 days of charter commencement
• Assist with investigation of accidents and or injuries and act as a liaison between vendor and client.
• Maintain safety files and records
• Disseminate safety information to clients
• Understand basic DOT regulations

Dispatch

• Respond to customer calls in a timely manner
• Effectively troubleshoot client issues in the moment
• Work with drivers, customers, and company personnel to resolve service issues, routing and/or planning, mechanical problems, pay related issues, etc. as they occur throughout the day and, where necessary, when on call.
• Answer inbound phone inquiries from customers and clients
• Maintain customer records and updates account information
• Ensure charters arrive to designated location on time

Vendor Relationship Management

• Continually maintain vendor database to ensure top quality vendors
• Evaluate vendor performance
• Discover profitable vendors and initiate business and organization partnership
• Retain and grow revenue from existing vendors
• Utilize Athena to track all pertinent vendor account information and sales progress as well as forecast and prioritize to achieve quota goals

Customer Service

• Resolve customer complaints regarding charters
• Expect unfavorable events through analysis of data and prepare control strategies
• Ensure client experiences are inline or above USC expectation
• Proactively communicate with the Operations management team to assure that they are aware of any issues and recommendations for improvement and/or resolution.
• Provides timely feedback to the company regarding service failures or customer concerns
• Maintains up-to-date, in-depth knowledge of products and customer satisfaction

Requirements

Qualifiers

Complexity:

• Resolves non-routine problems

Knowledge:

• Applies fundamental concepts

Discretion:

• Exercises judgment within defined procedures and practices

Supervision:

• Individual Contributor

Budget Responsibility:

• N/A

Complexity:

• Accountable for defined work assignments

Experience:

• 0-3 years

Education:

• High School Degree or equivalent

This job description is not a comprehensive listing and is subject to change at any time and will include other tasks and duties as assigned.