at Echo Global Logistics in Chicago, Illinois, United States
Job Description
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks 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 need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
Primary Responsibilities Include:
Lead the After Hours Team
Support AE interview and hiring strategy
Support After Hours OM and CSO Facilitator in training's and content development
Lead team members to drive efficiency and generate innovative ideas to remove operational obstacles
Support the onboarding of new accounts to After Hours support
Act as primary escalation point for real-time service issues with Client
Build strong relationships with key contacts through problem resolution and by providing a superior client service experience
Manage After Hours AE productivity and monitor performance metrics
Assess and assign shift workload
rack and report on After Hours AE productivity and process efficiency
Identify trends and provide solutions
Ensure team is meeting and exceeding service level agreements
Partner with MT Ops, PCM and Carrier Sales Stakeholders
Build strong partnerships by providing superior communication with all necessary parties, including upper Management
Support continuous improvement opportunities and initiatives
Instill a culture of Operations Excellence
Personify the MT Ops Standards of Communication, Responsiveness and Advocacy
Support department initiatives
Champion process standardization and quality maintenance
Requirements Include:
Solution focused and possess strong communication skills, in order to build trust with key Client contacts
Displays an expertise in Operations' core functions, Echo's systems and relevant modes of transportation
Ability to lead a team
Proven ability to develop strong partnerships with Account Stakeholders
Exudes a positive attitude and supports department initiatives
Flexible to evolve as department and company initiatives change
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 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.
