Manager, Elite

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 also 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

• 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).
• Collaborate across all other verticals to support ELITE business to include Air Charter, Lift Gate, Care and Handling and Temperature Controlled requirements.
• Conduct phone audits for Logistics Specialists to provide feedback on performance.
• Provide feedback to training department on the training needs of individual staff.
• Grow and foster a book of business,
• 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.
• 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.
• Work with the Director of Ground Expedited Operations to develop Corrective Actions based on adverse KPI output trends
• Maintain a high level of attention to detail on our customer base and requirements relating to premium logistics.
• Collaborate with GOLD team on all driver, fulfillment, and dispatch obligations.
• Create a spot quote environment that maximizes fleet efficiencies, competencies, and overall health.
• Comply and maintain all Security Clearance and DOD specific requirements.
• Manage Fleet compliance and profitability in collaboration with the Network and organizational goals.
• Participate in, coach, and develop new contractors in the Life Sciences temperature control fleet.
• Assist corporate pricing with RFQ requests.
• Collaborate with the finance team to ensure customer billing requirements are documented and implemented.
• Adjust workflow and staff to provide excellent customer service.
• Champion all continuous improvement plans within the vertical and throughout the Expedited Operations department
• Conduct daily pre-shift meetings on trending topics, issues, or behaviors.
• Provide issue escalation on problems that require decision-making at a higher level of management.
• Responsible for securement of shipments and fulfillment of the GOV, HVP, and LFS business units.
• 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.
• Evaluate staff to determine incentives, promotions and raises.
• Other duties and projects, as assigned.

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's helped businesses build better supply chains for over a century. With 14,000+ employees across 230 campuses and service centers, we connect owned assets, a broad brokerage network and innovative technology to deliver end-to-end supply chain solutions for customers around the world.