Customer Operations Manager (3rd Shift)

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You’ll Do

The Customer Operations Manager supervises a team that provides timely communication with real time coordination to ensure we are exceeding customer expectations on every shipment. The Manager is efficient at multi-tasking, very capable at delegating assignments and tasks, demonstrating excellent customer service skills, and strong leadership qualities.

• 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 escalate 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

What You’ll Bring

• 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.
• Basic geography knowledge preferred. Applicants should understand the locations of US States and Canadian Provinces - including major cities thereof.
• Capability to pay attention to detail while multi-tasking.
• Solid communications skills - both verbal and written.
• Experience coordinating efforts and collaborating with various parties with conflicting agendas.
• Ability to think and react quickly with a sense of urgency to time-sensitive problem situations.
• Ability to remain calm during adverse conditions.
• Ability to type a minimum of 30 w.p.m.
• A positive attitude, ability to work independently and as part of a team.
• Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with management, various departments, fellow Ascenters and customers.
• Ability to find creative solutions to problems and possess the ability to inspire others to seek creative solutions.
• Demonstrated performance of the following skillsets: customer service etiquette, quality mindset, “grace under pressure,” active listening, and commitment to excellence.
• Ability to complete assignments with attention to detail and high degree of accuracy.
• Working knowledge of key requirements for major customers.
• Embody the Ascent Guiding Principles of “Play Hard, Play Smart, Play Together.”

Ascent’s Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay

Disclaimer: This job description indicates in a general way the nature and levels of work, knowledge, skills, abilities, and other essential functions; however, the job description isn’t designed to contain a comprehensive listing of activities, duties, or responsibilities an incumbent may be asked to perform.