Night Shift Customer Operations Manager

Ascent Global Logistics, Inc.; Belleville (MI); Presencial; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) matching

Life Insurance

Health, Dental, Vision Insurance

PTO

Employee Assistance Program

Parental Leave

Wellness Program

Paid Holidays

Employee Recognition

FSA

Tuition Reimbursement

HSA

Overtime pay

Descripción de la vacante

Ascent Global Logistics, Inc. headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services.

This role leads a Customer Operations team across shifts, ensuring on-time delivery and superior customer service while coordinating schedules and personnel needs. The position emphasizes strong leadership, problem solving, and cross-department collaboration to optimize performance and meet customer

Formación

• Bachelor’s degree from four-year college or university; or equivalent combination of education and experience.
• 4 years of expedited logistics experience required.
• Strong computer skills in Microsoft Windows, Word, Outlook and Excel preferred.

Responsabilidades

• Support team members in making sound business decisions for the company ensuring on-time delivery and coverage of all shipments.
• Maintain knowledge of all shifts job functions including job performance of all employees.
• Coordinate employee work schedules and PTO on a regular basis to ensure coverage
• Manage personnel needs of the department – work with Human Capital as needed.
• Review all Key Performance metrics and take action to drive improved performance if metrics are below plan/goal
• Oversee/Improve Delivery Assurance Management Processes and drive consistency across shifts.
• Have knowledge of all departments as they affect customer service; maintain open communication with these departments; have occasional meetings for problem resolution as to how procedures affect the company as needed.
• Participate in continuous improvement and other AOD cultural initiatives.
• Manage issues and raise within AOD Leadership Team as needed.
• Work with AOD systems.
• Work with Operations to:
• Assist Agents in delivering superior customer service through the proper communication and access to customer requirements
• Work with Quality Department and Customer Care to:
• Identify service issues or improvement opportunities
• Participate in investigating process failures for root cause to determine requirement to fail-safe and/or reduce such failures
• Effectively communicate findings and resolution to customer
• Assist with documenting processes and procedures in accordance with customer requirements as well as within AOD QMS standards.
• Work with Training Department to:
• Identify training requirements
• Assist in the proper communication, documentation, and training of Agents

Conocimientos

Strong communication

Time management

Leadership

Customer service

Educación

Bachelor’s degree or equivalent

Herramientas

Microsoft Windows

Microsoft Word

Outlook

Excel

Descripción del empleo

Ascent Global Logistics, Inc. headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services.

This role leads a Customer Operations team across shifts, ensuring on-time delivery and superior customer service while coordinating schedules and personnel needs. The position emphasizes strong leadership, problem solving, and cross-department collaboration to optimize performance and meet customer