Service Center Manager

As Service Center Manager you own the daily operation, the numbers behind it, and the working relationship with a represented workforce that produces those numbers.

You will read the performance data, find where service slips, and build plans that hold. Time on the dock is part of the job, not an occasional walk-through.

• Review projected performance plans to verify the correct number of drivers and routes are allocated
• Compare planned versus actual performance reports to identify best practices, root causes for service failures, and operational adjustments
• Analyze operational data against productivity, service, and quality targets
• Work with the service center management team to develop action plans that improve service level results

• Observe dock operations to ensure established work procedures, including freight handling, are followed
• Oversee dock, pickup and delivery, and road operations and the coordination between them
• Drive results against planned productivity, load average, cube utilization, and service targets
• Support the linehaul plan built with Central Dispatch so freight moves within company service standards
• Oversee scheduling in line with hours planning, the run bid process, and service requirements
• Manage safety procedures in accordance with company, OSHA, and DOT guidelines, and support claims prevention

This service center operates under a collective bargaining agreement. Managing inside that agreement is a daily part of the role, not an occasional one.

• Work with other managers to ensure adherence to labor agreements and address grievances
• Build labor relations by interacting with labor officials and represented employees, resolving requests and situations at the location level
• Work with other managers to coordinate hiring and promotion decisions consistent with contract provisions
• Apply contract language consistently across shifts

• Manage and maintain customer relationships, resolve issues, and retain customers
• Meet and exceed expected service levels, including on time deliveries, eliminating missed pickups, and reducing claims
• Participate in sales team meetings to understand customer requirements and expectations and provide operational expertise

• Oversee Managers and Supervisors
• Identify individual and team skill gaps and developmental opportunities
• Participate in new hire orientation meetings to communicate expectations, company policies, and service and productivity goals
• Communicate updated corporate policies and service center work rules

• U.S. citizen or otherwise authorized to work in the United States
• Excellent verbal and written communication skills
• Currently located in the same geographic area as the position, or willing to self-relocate
• Availability for variable shift times, including nights and weekends as operations require

• Bachelor's degree or international equivalent
• Prior dock operations experience in an LTL or freight environment
• Experience managing a union represented workforce, including grievance handling
• Prior experience overseeing other managers or supervisors
• Working knowledge of transportation regulations, OSHA requirements, and hazardous materials rules