Ace Worldwide Group of Companies: Operations Manager

Summary / Objective:The Operations Manager – Focuses on quality measures and quality control to supplement Ace World wide’s operations, quality, and customer service to bring service excellence to all accounts.

Primary Responsibilities:Acts as a facilitator to develop open and effective communication with drivers and performing agentsActs as a reliable point of contact for each driver when needs arise at customers residence or prior to an assignmentCoordinates solutions between drivers, agents, and/or the customer service teamDevelops analytics reports using internal data to include but not limited to customer concerns, driver issues, claims ratios etc.

Report results and make recommended suggestions to close gaps.Effectively communicates between internal and external customers, closing the communication loop with all partiesEstablishes rapport with professional van operators, Atlas Agency Network, Labor Sources, and vendor networks.

Efforts to ensure that key accounts and van operators are supported resulting in account and customer commitments being met and top tier service ratings.Researches and establishes efficiencies, training methods, industry best practices.

Transfers that knowledge to Ace’s service teams to ensure that our service is consistently executing to our defined company and account expectations.Fosters a culture of clear communication, continuous improvement and service excellence that mirrors Ace World wide’s core values.All other duties as assignedAllocate team resources to complete operational requirements daily.Execute daily tasks efficiently and effectively while prioritizing urgent requests and delegating responsibilities for timely completionCollaborate with operations manager to ensure that customer expectations are met.Drive operational activities including but not limited to: unloading, inspection, paperwork pulling material running, put-away, picking, packing, and loading of all types of orders as part of the established processes.Respond to customer escalations and complaints within an hour to quickly resolve service issues.Project a positive and professional attitude while meeting customer needs.Education/Experience/Requirements:High school diploma: college degree preferred2-3+ years of experience; trucking/moving/relocation preferredSome travel is required for visits to customer on sites; out of area origin/destination visits; oversee remote deliveryout of storageWilling to work flexible hours as requiredKnowledge, Skills, and AbilitiesSelf-starter with positive attitude; enthusiasm and the ability to deliver resultsPrioritization and problem-solving skillsCritical thinking and analytical skillsStrong verbal and written communication skillsPI157640556