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Job Description

The Manager, Elite grows the overall business unit in an industry specific vertical measured by Revenue, Net Revenue and Shipment Count. This position oversees all aspects of the day-to-day operations as it relates to quoting, booking and maintenance of their respected customer base. The Manager, Elite improves and maintains customer satisfaction by monitoring and managing on-time performance, secure ratio, and overall staff performance. This position has final decision-making authority on all day-to-day operational matters except for those regulated by established standard operating procedures.

Responsibilities

* Provide feedback to training department on the training needs of individual staff.

* Adjust workflow and staff to provide excellent customer service.

* Collaborate with GOLD team on all driver, fulfillment, and dispatch obligations.

* Grow and foster a book of business,

* Evaluate staff to determine incentives, promotions and raises.

* Create a spot quote environment that maximizes fleet efficiencies, competencies, and overall health.

* Other duties and projects, as assigned.

* Champion all continuous improvement plans within the vertical and throughout the Expedited Operations department

* Comply and maintain all Security Clearance and DOD specific requirements.

* Work with other Operations Managers, Directors, and sales to establish strategic customer partnerships, increase market penetration, and ensure proper communication and customer experience is met.

* Conduct daily pre-shift meetings on trending topics, issues, or behaviors.

* Ensure customer onboarding process is completed accurately for new opportunities.

* Measure, monitor and analyze all KPI data associated with employee and operations performance within the department such as ICSE, EMP and IQS compliance.

* Provide issue escalation on problems that require decision-making at a higher level of management.

* Manage Fleet compliance and profitability in collaboration with the Network and organizational goals.

* Hire, develop, monitor, and hold accountable a team consisting of logistics specialists and operations supervisors in accordance with corporate expectations (i.e. FDA Good Distribution Practices, government clearance, or maintaining high-security or high-value shipments).

* Participate in, coach, and develop new contractors in the Life Sciences temperature control fleet.

* Assist corporate pricing with RFQ requests.

* Collaborate across all other verticals to support ELITE business to include Air Charter, Lift Gate, Care and Handling and Temperature Controlled requirements.

* Responsible for securement of shipments and fulfillment of the GOV, HVP, and OEM business units.

* Work with the Director of Ground Expedited Operations to develop Corrective Actions based on adverse KPI output trends

* Gather and analyze monthly data of business units and present to leadership team.

* Determine staffing needs for a 24/7/365 operation and follow requisition approval process.

* Maintain a high level of attention to detail on our customer base and requirements relating to premium logistics.

* Conduct phone audits for Logistics Specialists to provide feedback on performance.

* Collaborate with the finance team to ensure customer billing requirements are documented and implemented.

Requirements

Education:

* Bachelor's Degree, preferred

* Experience will be considered in lieu of formal education

Experience:

* 1 year experience as an accomplished Operations Supervisor or equivalent job function.

* ArcBest inter-departmental experience, preferred

Computer Skills:

* Proficient with Microsoft Office Suite, required

Certifications:

* GOV clearance Upon Hire, required

Additional Requirements:

* Strong mathematical and statistical background, required

* Ability to work in a non-routine environment, required

* Ability to work quickly and efficiently on multiple tasks under a timeline.

* Ability to analyze data and formulate action plans.

Competencies:

* Accuracy and Attention to Detail

* Analytical Thinking

* Coaching Others

* Effective Communications

* Flexibility and Adaptability

* Interpersonal Relationships

* Managing Multiple Priorities

* Problem Solving

Other Details

Work Hours:

* Generally, 8:00 am - 5:00 pm Monday through Friday with occasional irregular hours depending on workload.

Travel Requirements:

* Minimal (0-25%) Customer QBR and training for role and development

Compensation:

* This is a salary position paid biweekly.

* Variable compensation is included.

About Us

ArcBest® is a multibillion-dollar integrated logistics company that helps keep the global supply chain moving. We offer ground, air, and ocean transportation through various capacity providers, including our LTL carrier ABF Freight®, our truckload service MoLo®, and our expedite fleet, Panther Premium Logistics®. Through our managed solutions, we partner with customers to create logistics strategies that increase operational efficiencies, reduce costs and give better insights into their supply chains. We also offer moving services through U-Pack®. Our technology and innovations team, ArcBest Technologies, provides custom-built solutions, leading-edge technology, and advanced analytics that help support our customers and optimize supply chains. Want to join the ArcBest team? We're looking for top talent who supports our values-driven culture and is driven to deliver an excellent customer experience.

An Equal Opportunity Employer M/F/Vet/Disability