Driver Onboarding and Relations Specialist

Werner Enterprises; Texas; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) plan

Stock purchase plan

Paid time off

Life insurance

Disability plans

Job summary

Werner Enterprises is seeking a Driver Onboarding and Relations Specialist to ensure an outstanding driver experience from day one. You will design and execute a personalized onboarding plan, acting as the single point of contact for new drivers during their first 30 days, and provide live support to address questions and issues.

Continue with follow-up calls at days 14 and 30 to ensure comfort with the transportation manager and readiness to transition to the operations team.

Qualifications

• Customer service and driver management experience preferred.
• Knowledge of fleet management and Werner policies.
• Ability to resolve issues quickly and empathetically.

Responsibilities

• Onboard new Werner drivers with a personalized onboarding plan.
• Serve as primary liaison between drivers and departments.
• Provide live support and conduct follow-up at 14 and 30 days.
• Assist in process improvements to boost driver retention.
• Hand off to Transportation Manager with detailed fleet overview.

Skills

Empathy

Problem resolution

Communication

Industry knowledge

Team collaboration

Tools

Office database systems

PC operation

Communication tools

Job description

The Driver Onboarding and Relations Specialist will collaborate with Werner drivers to ensure an excellent driver experience from the day they are assigned to a transportation manager. This role develops and executes a personalized welcome and onboarding process, providing a single, reliable point of contact for new drivers during their crucial first 30 days with Werner. The Specialist will provide live support to drivers, resolve issues, enhance communication, and build strong, first impressions to increase driver retention. This role will provide additional follow-up calls after 14 and 30 days to ensure the driver feels comfortable with the transportation manager, onboarding is complete, and the driver is ready to transition fully to the operations team.This role will also possess the autonomy to problem solve various issues and make decisions regarding equipment, pay and safety related matters.

• Warm Welcome & Culture Enforcement: Execute the initial onboarding process by welcoming new drivers to the team, promoting a positive and inclusive culture, and ensuring they feel included & supported from day one.
• Liaison & Support: Act as a primary liaison between the driver and other departments to identify and resolve issues, answer questions, and provide assistance via any necessary form of communication.
• Action Planning: Assist in developing action plans with the driver, appropriate departments, and the oversight committee to ensure concerns are fully resolved.
• Follow-Up & Retention:
  • Conduct follow-up calls with every driver after their first 14th & 30th days to assess their experience and assist with any initial challenges.
  • Timely follow-up with any driver or reporting associate referred to another department to ensure needs are met.
• TM Handoff: Provide a warm introduction and verbal handoff to the driver's new Transportation Manager (TM) following a detailed overview of their specific fleet.
• Process Improvement: Assist with new process developments and training initiatives designed to improve the driver experience and increase retention.

Knowledge, Skills, and Abilities

• Personal Skills - Empathy, helpfulness, de-escalation, positive demeanor, situational negative to positive.
• Problem Resolution: Excellent listening and quick, logical decision-making skills with a focus on resolving issues at the source.
• Communication: Ability to communicate in a respectful and professional manner with the ability to relate to individuals at all levels.
• Industry Knowledge: Preferred transportation or fleet management experience (specifically within the truckload industry). Ability to quickly acclimate to Werner policies and procedures.
• Technical Skills: Proficiency in office database systems, PC operation, and relevant communication tools.
• Experience: Fleet management, customer service, driver management, and communication is preferred.

We know benefits are critical and we are committed to offering comprehensive and affordable options for you and your loved ones. This position is eligible for benefits, which include medical, dental and vision plans. We also offer a 401(k) plan, stock purchase plan, paid time off, life insurance, disability plans and other optional supplemental coverage.

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.