Local Operations Manager

GENERAL SUMMARY

Responsible/accountable for planning, organizing, leading and controlling operations department activities. Plans for and organizes human resources and physical assets required to achieve planned objectives. Develops an effective service mechanism and provides departmental leadership to ensure customer satisfaction. Responsible for regulatory enforcement and safety standard compliance.

ROLE AND RESPONSIBILITIES

Overall responsibility to assure all necessary personnel are assigned. Spot-checks and oversees moves are completed according to Alexander's standards. Takes necessary action to remedy any non-compliance.

Manages and supervises employees and drivers reporting directly to the department and communicates effectively with other managerial staff.

• Interacts effectively with personnel to communicate job responsibilities, provides on-the-job training and coaching where necessary.
• Utilizes team player opportunities to instill positive reinforcement within the department.
• Responds immediately and effectively to all queries from within the department or from customers.

Monitors the progress of all shipments and immediately resolves any driver service problems or non-compliance of Alexander's standards.

• Problem solves with drivers when difficulties in load and delivery schedule arise.
• Communicates with agents or other parties any problems or necessary shipment changes.
• Communicates authorization from booking agents for accessorial charges for long carriers, shuttles, appliance service, bulky articles, etc.

Oversees daily dispatch of manpower and equipment utilization.

Responds as a mentor and counselor in dealing with driver relations regarding their concerns, needs or complaint resolution.

• Responsible for proper training of drivers in ELD's, Logs and required paperwork.
• Ensures equipment is maintained in reasonable condition to promote company image and driver safety.
• Responds to related concerns, needs or complaint resolution.

Assists General manager to develop an annual business plan that clearly satisfies our customers and drivers at a profit level that meets or exceeds planned operating margins.

Identifies and organizes human resources and physical assets required to achieve committed objectives as defined by the customer service needs. Creates a harmonious working environment to maintain high employee moral to better serve our customers.

• Interviews, hires and trains departmental staff and production personnel reporting to the Operations Manager.
• Evaluations for all personnel within the operations department.
• Recruits independent contractors for local, short and long haul positions.
• Maintains awareness of worker's compensation injuries.
• Ensures, all drivers have current inspections, physicals, driver's license and annual review of driving record.
• Advises driver of any noncompliance of DOT, ICC or Alexander's requirements as it relates to logs or other safety issues.

Enforces and responsible for the federal motor carrier safety regulations and Alexander's safety and driver standards as it applies to branch operations.

Provides for the protection, maintenance and custody of company assets. Establishes and maintains guidelines and procedures for the proper use and maintenance of all equipment.

• Oversees and responsible for all local equipment meeting safety regulations.
• Determines and schedules procedures and ensures adherence for preventative maintenance for equipment.
• Supervises and ensures warehouse, yard and equipment are neat, clean and organized.
• Identifies claim problem areas and works with involved personnel to resolve claim issues.
• Assists sales personnel in planning needed resources to complete the move process.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

Minimum of 5 years experience in a moving industry supervisory area. Excellent verbal communication and interpersonal skills to manage and interact with all levels of employees, branch offices, agents, executives and drivers. Excellent written communication skills with the ability to provide concise documentation.

Excellent skills in listening, interest and concern for people. Ability to deal effectively with internal and external customers while maintaining a positive attitude. The ability to withstand negative or emotional communication without wanting to retaliate or feel personally affected. The ability to demonstrate ingenuity in solving operational problems. The need to respond promptly in high-stress and pressure situations is required.

Knowledge of team concepts and ability to motivate and train employees and independent contractors about the company's procedures and quality standards. Ability to develop performance standards and to measure, evaluate and implement corrective action. Ability to provide leadership in decision-making, communication and in motivation, selecting and developing personnel. Ability to effectively communicate organizational policies and comply with managerial policies.

• Knowledge of regulatory agencies and their guidelines and procedures.
• Accurate, dependable, detail oriented and punctual in performing work tasks and completing reports.
• Flexible to constant change and the ability to withstand pressure situations and negotiate sensitive issues.
• Ability to perform multiple functions simultaneously and prioritize those functions to meet the service needs of the customers.
• Displays a professional image to promote and uphold the company's image and integrity.
• Possesses a valid driver's license (CDL desired, but not required) to travel to customer locations and other sites.

PHYSICAL AND MIND SET REQUIREMENTS

Requires good reading and writing skills. Ability to work closely with others, speak clearly and the ability to listen to others.

• Mathematical, logic and analytical problem solving abilities.
• Sound intuitive judgment.

WORKING ENVIRONMENT

Office environment except up to 15% of the week may be spent traveling to various move locations.