Operations Lead (USA)

What is an Operations Lead?
As a TRAFFIX Operations Lead you will play a vital role in the retention of our valued customers. Your attentiveness to our client’s needs can mean the difference between a satisfied customer who builds a long-term partnership with TRAFFIX and a dissatisfied customer who sends their business to a competitor.

You will be the liaison between TRAFFIX and the clients in your care. Your primary responsibility will be to build a strong, professional relationship with your accounts. To do this, you will listen to their needs and assess the challenges they have. In coordination with the sales representative, you will design unique 
solutions using TRAFFIX wide range of transportation services to provide the client with value, while making their jobs easier. You will be the frontline contact for the customer and their best friend at TRAFFIX!

When a problem arises, or we do not meet expectations, you will work with the client and your team to correct the issue, provide prompt and truthful communication to the customer, and follow up to identify how TRAFFIX can make up for the service failure.

What does a day in the life of an Operations Lead look like?
A day in the life of a TRAFFIX Operations Lead could include some or all of the following:

• Oversees a small team of operations representatives
• Delegate tasks to ensure that the team is being utilized to the fullest potential 
• Building and maintaining customer relationships
• Identifying further business opportunities to expand our business with your clients
• Monitoring trends and changes to a customer’s purchase behaviour and following up to determine the root cause
• Keeping the sales representative abreast of any changes to the client’s business and resolving any internal issues that may be responsible for those changes
• Notifying the sales representative of any competitor actions that may be drawing our customer’s business away from TRAFFIX
• Entering orders into TRAFFIX TMS
• Proactively identifying potential problems and resolving them before they escalate
• Provide adhoc rates to clients upon request or in response to automated load tendering sites
• Monitor loading, unloading and appointments – follow up with customers regarding delays, missed appointments and late arrivals
• Writing client-specific SOPs and training backup Account Managers to cover you during vacation and/or other time off
• Transitions and assigns customers from the Sales Executive to Account Managers
• Using TRAFFIX business intelligence software, you will generate reports, develop sales strategies and targets to present to upper management
• Maintain a highly productive team with a positive management style conducive to the TRAFFIX cultural values
• Be the first escalation point for assistance for issues with loads
• Assist other team members when required.

Who are you?
After at least five years working in a Manager of Operations role, you have become an expert multi-tasker, active listener, and excellent communicator with a friendly and confident personality. You love getting to know people and building lasting relationships. You display empathy when dealing with client challenges and use emotional intelligence to guide your interactions You are a compassionate leader that trusts your team to work hard without being micromanaged; however, you are ready to step in when one of your 
reports is struggling. Customer service is the name of the game! You are committed to finding ways 
to constantly delight your clients to ensure they view TRAFFIX as a valuable business partner.

TRAFFIX gives equal consideration for a job and terms and conditions of employment to all individuals and that the employer does not discriminate based on race, color, religion, age, marital status, national origin, disability or sex including sexual orientation, and gender identity or expression.
 

Department: Account Operations
This is a full time position