Regional Service Manager II

Job Summary

Under general supervision, the Regional Service Manager is the primary point of contact between Customer Experience and Operations teams to create service excellence while balancing customer needs and company objectives. The incumbent prioritizes operational activities, briefs leadership on area performance, and develop service execution plans to ensure service requirements are met for each customer. This role manages capacity to align with freight volume, advising internal partners on capabilities for potential new business, accepting additional freight based on market conditions, and monitoring customer compliance with allocations.

This role will typically manage smaller regions, markets, or customers.

Under general supervision, the Regional Service Manager is the primary point of contact between Customer Experience and Operations teams to create service excellence while balancing customer needs and company objectives. The incumbent prioritizes operational activities, briefs leadership on area performance, and develop service execution plans to ensure service requirements are met for each customer. This role manages capacity to align with freight volume, advising internal partners on capabilities for potential new business, accepting additional freight based on market conditions, and monitoring customer compliance with allocations.

This role will typically manage smaller regions, markets, or customers.

Key Responsibilities:

• Influence efficient freight execution through setting daily operational priorities (may include pickup/delivery/crosstown, equipment moves, and critical customer needs), managing KPIs, coordinating with Customer Experience on customers' service requirements, and monitoring accountability with field operations
• Understand customer characteristics and expectations in assigned markets and their flexibility/service requirements to prioritize service based on customer requirements, profitability, and visibility; monitor allocations versus customer compliance
• Coordinate with Customer Experience and/or appointment teams on resetting freight based on rail and/or truck updates, missed appointments, etc. to protect service; promptly communicate with field operations teams to proactively resolve service issues and validate driver availability details to prevent potential delays
• Manage available capacity to match freight volume; accept freight to match available capacity
• Monitor inbound and outbound shipments assigned to markets and make any necessary decisions to meet service requirements
• Act as point of contact with Sales and other internal teams regarding potential new business, maintaining existing J.B. Hunt business, and increase volume opportunities to provide input on available capacity and service strategies
• Prepare and present market updates quarterly and as requested to leadership pertaining to KPI performance, market volume trends, key customer insights, and capacity implications
• Determine and provide service performance strategies where J.B. Hunt is not meeting service expectations of its customers; track strategy execution results
• May act as floater to cover multiple customers and/or markets dependent upon business need

Minimum Qualifications:

High School Diploma/GED with 1-2 years of experience in the Transportation/Logistics industry, or related field, or military equivalent

Bachelor's Degree with 1-2 years of experience in the Transportation/Logistics industry, or related field, or military equivalent

• Ability to focus activities on developing and maintaining positive customer relationships
• Proven experience in establishing and maintain healthy working relationships with clients, vendors, and peers
• Experience in fostering strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement
• Ability to measure the quality and quantity of work effort for the purpose of improvement
• Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner
• Ability to process information with high levels of accuracy
• Ability to…