Our client is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. They believe in the importance of investing generously in their people, business, industry, and local community. Our client is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. They help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, they’re prepared to manage it with the utmost care.
Capacity Manager
Capacity manager (CM) will maximize our client’s capabilities to cover existing and future customer loads, always maximizing margin and service, and eliminating lost loads. The CM is a leader of people, processes, and teams. They should “lean in” to new opportunities and be unafraid to take risks in order to aggressively and repeatedly win business opportunities, simultaneously motivating and encouraging their team members to do the same.
CMs are active, load covering members of their team – leading by example and developing CS’s talent to prepare them for future growth opportunities. The CM is an expert on the group’s customers’ standards of care, freight requirements, and lanes - ensuring the team is properly trained and provisioned to meet and exceed customer expectations. CM will act as the marketplace liaison, keeping all team members (ISRs, AMs, and CSs) advised of market updates and forces. They will use their marketplace leadership to coordinate with Sales and Account Management to win business and maximize profit and load counts.
Toward that end, CM shall ensure CSs develop and maintain strong relationships with motor carriers and source and develop new carriers. CM will be responsible for the CSs within the team hitting all goals: company, team, and individual. CM will ensure all decisions are made in the company’s best interest. Consistent growth, in load count, spread, meeting or exceeding on-time performance, and maximizing customer satisfaction is required.
Job Type: Full-time
Responsibilities:
- Company first approach to ensure they “cover” all shipments, hard and easy, to support the company.
- Manage CSs within group while directly covering freight too (player-manager)
- Direct traffic, “play quarterback”, regarding loads, quotes, ADS, COB, etc.
- Triage and prioritize tasks for the team.
- Work with Sales and Account Management to always maximize margin and service for the company’s interests.
- Path of escalation for carrier issues, e.g. CAPA.
- Directly and swiftly intervene, manage, and resolve internal conflict within the Capacity team, providing CAPA when necessary.
- Continually work with CSs to build new and deepen existing relationships with carriers to perfectly match customer demand.
- Back-Up & assist other CM(s) and DOE by continually seeking to reallocate CS resources when needed (e.g., cross covering, filling in absences, etc.)
- Facilitate on-boarding new customers, projects, and account development strategy.
- Monitor and address on-time performance of group freight; and meet or exceed customer satisfaction regarding each shipment and company’s overall carrier portfolio, and the overall transportation performance of company.
- Ensure CSs remain positive and focused, supporting the overall interests and culture of the team and company.
- Ensure CSs devote time to developing carrier relationships as required by business, across teams, when busy and slow.
- Meet load count, spread, and other goals set by the company; always know and communicate where we are vs. goals, communicate and be resourceful in achieving success.
- Ensure CS release delivered orders immediately and not more than 5 days after delivery.
- Conduct performance reviews and assist with goal setting for direct reports.
- Escalate issues, internal or external, to DOE as needed.
- Ensure all CSs are fluent in their job requirements, and any company requirements.
- Ensure all CSs are trained on and use TMS and Operations tools (e.g., carrier search, PNN, Parade, FourKites, etc.)
- Collaborate closely with SR and AM staff to perfectly understand customer needs to (a) maximize our ability to satisfy the customer; (b) ensure that motor carriers are fully capable and engaged to help us meet customer needs, and (c) ensure that motor carriers are satisfied with their relationship.
- Ensure cross-training occurs, to ensure all accounts always get expert attention, and to handle vacations, sick and personal days, etc.
- Ensure customer specific SOCs and SOPs are understood and perfectly and uniformly met across all CSs.
- Be aware of, review, know where to find, and work in accordance with, company policies and procedures.
- Demonstrate pricing proficiency, resourcefulness and creativity, relating to:
- Pricing customer freight and estimating carrier freight costs.
- Negotiating pricing with carriers.
- Supporting and educating SRs and AMs in pricing, quoting, and negotiating with Customers.
- Ensure CSs track, trace, and cover for one-another, maintaining excellent customer service.
- Proactively communicate pertinent shipment details to/from motor carriers, and our internal team.
- Ensure we work proactively to anticipate, and manage through, all potential service challenges, to minimize or avoid service failures; implement and manage CAPA processes and documentation.
- Provide ad-hoc support and leadership for afterhours and On-Call staff.
- CM will ensure CS review performance trends and opportunities with key carriers, involving leadership as needed.
Experience:
- Bachelor’s degree, prior management experience including successful internal conflict resolution in a fast-paced environment; experience dispatching for truckload broker or carrier is preferred.
- Demonstrated ability to professionally and diplomatically communicate well in writing, over the phone, and face to face; meet deadlines; collaborate across departments and within teams; work under pressure; manage, coach, mentor and correct CS’s; leverages data to influence decision-making and outcomes; adept at shifting socializing to productive activity, learn quickly; think critically; listen actively; multi-task; and make prudent decisions and recommendations always with company’s best interests first. Think and act like a leader and seek to develop those skills in others.
- McLeod PowerBroker experience preferred but not required.
- Intermediate skills in MS Office, including Outlook, Word, PowerPoint, Teams, and Excel.
- Power BI and data visualization experience preferred but not required.
This position offers a competitive base salary.
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