- Implement and maintain best practices for the continued growth and success of the NVOCC business

- Support operations, sales team, and company clients, covering new business and existing business

- Lead resolution of difficult issues and escalations while seeking innovative ways of exceeding customer expectations

- Seek the most profitable mode of transportation while meeting the customer’s requirements for the movement of their cargo.

- Optimize costs and stay within the Department Budget

- Vendor recruitment and onboarding, including review of compliance requirements

- Negotiates rates with carriers

- Respond to customer inquiries and proactively communicate with them regarding the disposition of cargo as necessary

- Proactively identify gaps and contribute to the process of establishing controls resulting in zero compliance issues

- Miscellaneous departmental duties, such as verifying and distributing invoices and documents, providing Accounting with proper billing information, and other traffic functions.

- Must be knowledgeable about the US trade lane.

SUPERVISORY RESPONSIBILITIES

- Provide a transparent and inclusive workplace fostering tenacity, teamwork, and personal and professional growth

- Lead and develop team members, motivating them to provide the highest level of client satisfaction.

- Establish & maintain performance standards with quantifiable objectives

- Assist with recruitment and onboarding new team members, providing them with the proper resources, including training on our SOPs

- Manage staffing to ensure workload balance and consistent team coverage

- Support team with systems issues/discrepancies, accounting/financial management, cargo claims, disputes, etc.

- 10+ years of high-volume non-asset-based operations experience (Logistics/Freight Forwarding experience)

- 5+ years’ experience managing a team

- Prior experience owning or growing a relatively new business from infancy

- Experience working with providers, carriers, and clients in a transportation/logistics environment

- Excellent written and verbal communication skills with the ability to handle complex customer interactions via telephone and video conferencing

- An active listener with the ability to understand and interpret customer needs

- Strong problem-solving skills with a solution-oriented focus

- Detail-oriented and works with a high degree of accuracy

- Basic computer skills, including experience with Microsoft Office (Word, Excel, Outlook)