Operational Excellence Manager

About the Company
Tucker Company Worldwide, Inc. is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 65th anniversary in business. We believe in the importance of investing generously in our people, business, industry, and local community. Tucker Company is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. We help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, we’re prepared to manage it with the utmost care. Tucker Company proudly co-founded the Transportation Intermediaries Association, where our CEO previously served as Chairman of the Board, and currently chairs the Highway Committee for the National Industrial Transportation League. Globally recognized organizations trust Tucker to deliver excellence across their most critical and complex supply chains. We invite you to consider joining our team of dedicated experts who are setting the standard for performance, reliability, and innovation in global logistics.

Location: Haddonfield, NJ
Hours: Full-time
Position: Operational Excellence Manager
Department: Operational Excellence

About the Role 
Key Accountabilities & Responsibilities
Cultivate strategic leadership and mentorship across all team members through ongoing training and development initiatives:

• Champions, promotes, and inspires core values, strategic goals, company initiatives and culture through internal and external channels and key stakeholders.
• Manage and optimize team resources
• Effectively on-board, assimilate, manage, and develop Capacity and Customer Experience team members by ensuring the cultural assimilation process is carried out at a team level and executing the performance management process.
• Ensure direct reports training records are successfully managed and completed within the timeframe outline for each specific role.
• Execute optimal freight transaction management by managing team-wide adherence to Tucker’s mission, policies, core values as well as customer expectations, industry policies and best practices.
• Where necessary, recommend additional, new, or different resources to DOE to ensure the team always has the capability and bandwidth to support existing accounts, on-board new customers, and execute new business at the highest level.
• Mentor and develop team members to ensure the required proficiency needed to support customer growth, satisfaction, and service continuity is maintained or exceeded across all team members at the highest level.

Maximize Operational Productivity:

• Identify, leverage, and assimilate technological needs and solutions that drive business growth, increase productivity, and/or increase and optimize customer or carrier satisfaction and base.
• Demonstrate and model proactive and effective communication to ensure internal and external customers and carriers are aware of changes and issues before or as they happen.

Win new and existing business by leveraging effective pricing and on-boarding strategies:

• Leads and participates in execution strategy for new customer opportunities and on-boarding activities in collaboration with Business Development to ensure business and customer objectives are met.
• Drive growth and service continuity by ensuring team members are fully proficient and fluent in the language, terms, and service requirements of their service niche, and collaborate with the Training Development Manager when additional training is needed.

Maximize corporate profitability, customer satisfaction, performance and retention:

• In collaboration with DOE, Business Development, and senior leadership, consistently use data to develop insights and implement strategies to increase revenue and profitability, including identifying lanes producing negative ROI.
• Through collaboration with Pricing and Business Development, align sell pricing strategies with market intelligence to consistently meet or exceed profitability and load goals
• Minimize number of loads turned back or lost.
• Work with Business Development and VPSV to fully integrate assigned customers’ requirements, expectations, and industry policies and practices into daily freight transaction management to deliver excellent service.
• Resolve and document all complaints, service failures, or CAPAs that require escalation to ensure a response that builds customer trust and satisfaction with Tucker services.
• Enhance Tucker’s ‘stickiness’ with customers and deepen customer relationships by attending select customer visits, QBRs, industry events or company sponsored events.
• Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker’s CRM platform to ensure cross functional visibility.

Support corporate profitability, customer growth and satisfaction by collaborating with Capacity Development to source sustainable carrier capacity to meet or exceed customer expectations:

• With Carrier Development, build and maintain consistent capacity across customers in the team 
  • Work closely with Capacity Development to ensure effective on-boarding of new carriers
  • Share customer, lanes, or opportunities that are not meeting customer or company expectations with Capacity Development to source better performing solutions. 
• Ensure the team is positioned to win new business and maximize profitability by:
  • Collaborating with Business Development and DOE on account projections for existing customer accounts and specifically set individual goals for Capacity Specialists within team.
  • Through collaboration with Pricing, Business Development, and Capacity Development, align buying strategies with market intelligence to consistently maximize profitability. ·
• Position Tucker as a “Broker of Choice” for carriers while maximizing and optimizing your team’s carrier performance and relationships.
  • Collaborate with Capacity Development Manager to forge deep and wide carrier relationships
  • Integrate and leverage preferred carriers to increase carrier utilization and performance KPIs, 
  • Use Tucker’s Carrier CAPA process to resolve service failures, drive performance improvement, and ensure alignment with Tucker’s value proposition to customer, where necessary.

Qualifications and Education Requirements

• College degree
• 5+ years’ experience in customer service, sales, or other customer-facing position in the transportation industry
• Intermediate to Advanced understanding of the freight brokerage, 3PL, transportation, or supply chain industry
• Intermediate to Advanced MS Office skills, primarily with Word, Excel, Outlook, Teams, Power BI and SharePoint
• Ability to analyze, parse, and present data to make recommendation and build strategic plans
• Ability to use and learn new software and technologies
• Enthusiasm to negotiate service and pricing in a live environment
• Excellent organizational skills
• Excellent written and verbal communication

Preferred Skills

• Bachelor’s Degree
• Experience leading a team
• Customer Service Experience a plus
• Excellent Presentation Skills
• Certified Transportation Broker (CTB) certificate

Additional Notes

• Position requires demonstrated ability to professionally and diplomatically communicate in writing, over the phone, and face to face; resolve conflict, meet deadlines; work under pressure; think logically; multi-task; and make prudent decisions and recommendations.
• This position is part of a compensated departmental on-call rotation where some scheduled after hours and weekend support is required.

Compensation & Benefits

• The anticipated base salary range for this role is $79,200 – $118,800 per year. Final compensation offered by Tucker Company Worldwide, Inc. will be determined at the time of offer.
• Comprehensive benefits package, including health, dental, and vision insurance; 401(k); PTO; paid holidays; company-paid life and disability insurance; EAP; educational assistance; and incentive plan. 

Equal Opportunity Employment
Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect, integrity, teamwork, achievement, and acceptance regardless of age, disability, education, gender, gender expression, gender identity, job level, marital status, military status, national origin, parental status, pregnancy, race, religion, sexual orientation, socioeconomic status, or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment, hiring, compensation, benefits, promotion, termination and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who, in good faith, raise issues of equal employment opportunity.