After Hours Manager
At Echo we are committed to help our Associates grow their career. Apply today and grow with Echo!
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Echo Global Logistics is a leading provider of technology-enabled solutions and supply chain management. We utilize technology to simplify transportation management for our clients and carriers by handling the critical tasks on their behalf so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that ship their product with carriers who transport those goods quickly, securely, and cost-effectively.
Echo Global Logistics has recently been ranked in Crain's Business as a Top 25 Tech Employer in Chicago along with other recognitions as the top 3PL provider. We are looking for incredible people to join our team and help carry out our mission of providing our clients with best in class service and technology!
Overview:
As part of the Shared Services department, you will be responsible for managing a team ensuring that Echo’s customers and partners are provided with world class customer service. Major responsibilities of this position include, but are not limited to: escalation resolution, proactive transportation management, communication of order specific requirements, data entry and relationship building.
Responsibilities:
Every task should focus on building valuable partnerships with customers, carriers and peers through proactive communication. You will be managing a team of representatives who are expected to demonstrate customer advocacy by offering efficient solutions which exceed expectations and limit risks.
Act as main point of contact for internal support team, carriers, customers and internal employees
Proactively prevent service failures and provide reliable follow through
Build relationships with internal and external partners through constant contact and advocacy
Resolve afterhours escalations which preserve Echo’s best interests
Identify trends, establish connections between issues and offer recommendations
Draw conclusions from relevant and/or missing information
Act as sole on-duty decision maker and resolution owner
Coach support team and help guide activities to meet department objectives
Leverage understanding of transportation modes (TL, LTL, Partial) to draft solutions
Provide seamless management of clients’ and carriers’ logistics operations
Actively welcome and pursue opportunities to build professional skills
Qualifications:
Minimum 5+ years experience in transportation/logistics industry with a strong full truckload background
Prior supervisory experience preferred
Advanced customer service skills, prior escalation resolution experience required
Strong computer proficiency including Microsoft Office (Word and Excel)
Excellent time management skills, detail-oriented and proven ability to prioritize critical tasks
Autonomous decision making ability and adaptability to unique challenges
Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.