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SERVICE CENTER OFFICE MANAGER in Bensalem Township, PA at Ward

Date Posted: 4/20/2018

Job Snapshot

Job Description

JOB TITLE: Service Center Office Manager

REPORTS TO:  Regional Service Center Manager

OVERVIEW OF ROLE:  To ensure the customer is always serviced first and receives the type of attention that makes them want to do business with Ward.  To build and lead an office team to ensure maximum quality and efficiency.

DUTIES AND RESPONSIBILITIES:

  • Lead and manage all clerical shifts.
  • Ensure standard operating procedure compliance on all clerical shifts.
  • Hold clerical staff accountable for professionalism and good performance.
  • Manage and coordinate service center OS&D efforts.
  • Oversee the scheduling of delivery appointments in a manner that meets customer and operational needs.
  • Serve customers by coordinating problem resolution between customers, Logistics Solutions Managers, and operations personnel.Resolve problems in a timely manner, communicate resolution to all parties involved and check customer satisfaction level with the way it was handled.
  • Direct calls on O S & D issues from customers and / or P & D drivers to the service center's O S & D Specialist or assigned back up person using guidelines provided by Customer Service Manager.
  • Support service center driver / sales huddle plans as well as local business development plan.
  • Promptly arrive drivers, tractors and strips trailers in the computer so that equipment is ready to be re-entered for use.
  • Oversee the process of printing labels on outbound.
  • Process customer requests for pickups, proof of delivery, bill of lading in a timely manner.
  • Supervise the proper execution of the driver check-in process.
  • Ensure all bills are being imaged in a timely manner according to procedures.
  • Demonstrate personal reliability by consistently meeting attendance / punctuality commitments.

Job Requirements

REQUIREMENTS:

  • Must be customer focused with good people skills.
  • Must have excellent communication skills and basic knowledge of telephone and email etiquette.
  • Must have previous clerical experience in a business atmosphere.
  • Proficient computer data entry skills with attention to detail.
  • Previous experience in the motor carrier industry is desirable.
  • Ability to work required hours (night shift, overtime if applicable) and travel if necessary.

 

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.

 

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