Operations Supervisor

Summary:

The person in this role acts as the first point of contact for all escalated concerns within the Operations Department. The role is accountable for delivering composed, professional support, recognition, mediation, and resolution to department staff, Landstar independent agents, independent truck owner operator drivers, and customers.

Essential Responsibilities:

• Responsible for hiring and training new employees.
• Educate Coordinators, monitor S.M.A.R.T. goals and administer employee files accurately in a timely manner.
• Responsible for performance management, including annual reviews, goal setting and on-going feedback.
• Issue and address employee progressive discipline when appropriate
• Organize and lead staff meetings; create calendar invites, agendas, and meeting minutes.
• Manage phone systems to ensure constant, efficient coverage and customer service.
• Set work schedules, approve weekly timesheets and time off requests.
• Review Landstar Service Incident Reports (LSIRs) to ensure the proper handling of issues according to departmental procedures.
• Resolve escalated issues with field personnel, drivers, agents, customers and employees in a professional and constructive manner.
• Review corrective action plan requests for agents and drivers.
• Review metrics of individual Coordinators and department statistics to identify opportunities for improvement in service trends effectively reviewing, developing, and implementing departmental processes.

• Travel as necessary to support specific accounts, agents or projects.

• Occasionally field after hours calls as necessary for emergency situations.
• Other duties as assigned

Required Minimum Experience and Education:

• High school diploma or general education degree (GED)
• One year of support experience in customer service or transportation

Preferred Experience and Education:

• 6 months experience in leadership role or responsibilities

Knowledge, Skills, and Abilities:

• Ability to remain objective in escalated situations.
• Ability to maintain an elevated level of empathy, urgency, and composure
• Ability to work in a demanding environment with changing priorities
• Ability to deal with time constraints and effectively manage deadlines
• Excellent customer service, training, organizational, communication and critical thinking skills
• Working knowledge of Microsoft applications and Internet
• Working knowledge of iSeries400 operating system

• Ability to analyze and implement projects to meet customer needs

Why work at Landstar?

Landstar is seeking hard-working and dedicated employees committed to exceeding the expectations of those we serve. We employ a highly diverse workforce and welcome employees from all cultures and backgrounds to our team.

Our workplace culture is second-to-none. Landstar provides a safe and professional work environment in which to thrive and grow. We offer competitive compensation, robust benefit plans including affordable medical plans, employer 401(k) match, paid time off, tuition assistance and much more.

If you want to be part of a top-notch transportation company with an emphasis on safety, service, teamwork, and dedication then Landstar is the place for you!

Landstar is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other characteristic protected by federal, state or local laws. Landstar will provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should send an e-mail to employment@landstar.com.

Privacy Policy

Landstar uses application information only for employment related purposes, including background investigations and regulatory compliance. Landstar will not disclose the information to any other person or entity, unless compelled by force of law. Landstar stores your application information on computers operated by Ceridian. This on-line application software is provided by Ceridian under an agreement which specifies that Ceridian will not disclose or make any use of application information stored on its secure servers.