Job Description

Position Overview: The Heavy Haul Customer Service Manager is responsible for generating new sales within the Heavy Haul division.The position isresponsible for the day-to-day operations, establishing strategies and implementing plans to expand customer base and penetrate new heavy haul opportunities and productivity while producing quality service.Focus of this position will be on the leadership of customer service personnel to guide towards the achievement of maximum profitability and growth consistent with company vision and values. Scope of Duties and Responsibilities: Establish and communicate strategies and goals, aligning employee effort in pursuit of department objectives; lead the team in building revenue from customer accounts on boarded by the sales division. Manage the day-to-day operations of the team and ensure adequate freight is available on an as-needed basis for ATS assets. Grow number of active shippers within the department and continue focus on account/revenue/load count growth. Partner with Human Resources in the recruiting, interviewing, selection, on-boarding, and training of new employees. Provide effective employee performance management utilizing SMART goals, timely and constructive feedback, coaching for improvement, and progressive discipline. Partner with the Director of Heavy Haul to own and manage the ATS customer portfolio. Partner with Director of Heavy Haul to effectively manage annual operating budget, cost center, accounts payable and account receivable responsibilities. Manage effective prospecting and identification of potential new customers. Respond to customers' requests for service and resolves customer issues. Manage approval processes for standard operating procedures (SOP) and excess value loads. Hold team accountable for accurate load information as it relates to driver satisfaction. Hold team accountable to contacting existing or inactive customers to sell ATS services through inside sales efforts. Work with ATS Logistics on a continual basis and ensure quality and quantity of freight is being covered at a high service level. Constantly engage in activities to increase the efficiency of freight hauled by planner interaction. Work collaboratively with Operations team to effectively manage truck productivity related to planning, driver home time needs and pre-assignment of trucks before they are empty. Act as a mediator and point of escalation between the customer and team when necessary, to ensure professional, courteous service is being given at all times. Work hand in hand with Sales, Operations and Planning to ensure customer fits current strategic model. Integrate and maintain a system to allow the team time to prospect and make courtesy calls to strengthen and enhance the customer base. . When needed, assist team in contacting existing or inactive customers to sell ATS service to them. Occasionally make outside sales calls as needed to effectively manage customer base. In support of ATS's culture, all employees are expected to consistently, effectively and reliably perform in accordance with the Company's values as set forth in our core competencies and behaviors (All Employee Competencies and Manager Competencies). Education and Experience for Success: Bachelor's degree from a four-year college or university; or 2-5 years related experience and/or training; or equivalent of education and experience in the transportation industry. Two to four years of experience in leading a team (including remote workers) in a customer-service and /or sales based environment. Excellent knowledge of heavy haul equipment, the different capabilities of each asset, and over size over weight (OSOW), with the ability to train and educate the complexities to our customers and employees Strong understanding of the commercial transportation and asset productivity industries with strong working knowledge of sales operations, business planning, or sales support management role. Strong knowledge of budgeting, forecasting sales, profit & loss statements and accounting required. Strong interpersonal skills; able to establish trust and rapport with all levels of staff. Able to relate effectively to diverse cultures, including senior leadership. Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment. Demonstrated ability to establish and/or improve standard operating procedures within department and cross-functionally. Excellent communication skills (written, listening and verbal). Demonstrated ability to influence and work in cross-functional team environment. Ability to negotiate skillfully in challenging situations with both internal and external customers. Strong planning and problem-solving skills; able to identify and resolve problems in a timely manner. Able to gather and analyze information and develop alternative solutions. Compensation & Benefits: The base salary range for this position is$65,000 to $95,000 plus position specific, performance-based incentive program.Base salary offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work. Anderson Trucking Service is committed to supporting our employees with a comprehensive benefits package. Employees will have the opportunity to enroll in a variety of benefit programs including health, dental, and vision insurance, as well as a 401k retirement savings plan effective on the first of the month following 60 days of employment. Additionally, we provide paid holidays, paid time off, access to professional development opportunities, wellness programs, and employee assistance resources to our employees. Our goal is to ensure that all employees have the support and resourcesthey need to thrive both professionally and personally.

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