Operations Support Manager
Position SummaryThe Operations Support Manager facilitates system transactions between internal and external customers. This position will provide operational support to internal customers to assure successful execution of the Operating Plan and also support external customers on processing system transactions. The Operations Support Manager will identify and provide feedback, guidance, and documentation to internal partners on transactions that are causing systematic failures to serve performance and customer satisfaction in addition to opportunities to automate transactions. The Operations Support Manager’s objective is to reduce manual transactions, drive key metrics for automation and eliminate systemic re-occurring failures. This position will implement solutions to permanently resolve systemic failures through process improvement and automation.The Operations Support Manager demonstrates and adheres to the company values of: safety, honesty, ownership, respect and teamwork to ensure successful partnerships with customers and employees that result in OmniTRAX’s continued success.Essential Responsibilities Provide 24/7 internal and external customers support in processing transactionsSupport Field Operations by:Provide advance Work Orders & Crew Paper 100% before the on-duty timeRelaying Work Order instructions between crews & customers and drive to 100% automationEnsuring timely & accurate interchange processing with partner railroads and drive to 100% automationEnsure proper work order reporting of train crew activities in RMI (i.e.: interchanges, train arrivals, departures, set outs, pick-ups, etc.) with 100% of work orders closed out before crew tie-upMonitor all operations reports for rail car expectations (i.e.: Field Report, 24 Hour report, Velocity, Train Departures, M-Crew compliance, etc. and ensure all rail cars are properly moving within 24 hours)Answer questions on system issues (i.e.: M-Crew reporting) as neededConverting manual work that is preventing 100% automation of the Work Order & Interchange processesMonitor the Operating Plan service windows and provide performance feedback to field on systemic failuresSupport External Customers by processing TransactionsRespond on-demand to traffic specific inquiries- shipment tracing & tracking, waybills, service ETA’s, spot & pull questions, HazMat billing, EDI issues, etc.Monitoring, processing & resolving RMI/TMS Queues:Bill of Loading Queues (for outbound loads) and Inbound Waybill QueuesNo Bills (any car without proper billing)Identify and develop new queues that will prevent service failuresConducting proactive analysis of systematic service failures and working with internal partners to eliminate the cause of the service failureIdentifying & coordinating the response to customer service complaints.Handling special condition compliance questions (i.e.: Hazardous Material, High Wide, Customs, etc.)Conduct system verification of customer base to ensure the Operating Plan is set up correctly and ensure the customer understands how they are set up and when their service will occurSupport Commercial and Revenue Protection team support by:Reviewing and providing documentation for Chargeable Move Cases, Demurrage disputes, etc.Conducting Shipper Connect Audits and notify of systemic failuresSetting up systems in a timely manner to bring on new businessProvide set up, systems support & automation rules to:Correctly identify inbound waybill & EDI transmission IssuesTransmit and receive EDI for interchange & railcar informationIdentify and prevent systemic data integrity issues causing transactions failuresCreate & deploy proactive Supply Chain Management notifications:Service Exceptions (i.e.: service interruptions, holiday plans, etc.)Chargeable event communicationsSend Customer communication via interchange, PCON, Storage & PACT notices based on physical movement of railcarsDevelop Standard Work for core Network Operations Center processesDevelop Training Material & FAQ on systematic issues for internal & external customersProvide feedback, guidance and documentation for systematic transactions issues impacting service performance and customer satisfaction failures and escalate to appropriate internal partnersProvide feedback, guidance and documentation for automation opportunities to appropriate internal partnersOther DutiesPerform other duties and projects as assignedSupervisory ResponsibilitiesNoneRequired Qualifications, Knowledge, Skills, And AbilitiesHigh School Diploma/GEDSolid understanding of Railroad Industry beneficialIntermediate skills in RMI AS/400 Mainframe Systems beneficialTime Management; Manage day-today activities and incoming demands in a short period of time; prioritize for smooth business flow and to meet customer expectationsHigh attention to detail and accuracy; strong organization skillsAnalytical skillsStrong problem solving and solution creation skills in an unscripted environmentSuperior follow through to meet goals and customer needsSelf-motivated; work with minimal supervisionExcellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associatesIntermediate computer skills in Microsoft Office SuiteProfessional integrity and accountabilitySelf-motivated; work independently to complete quality workWork cooperatively with superiors and employees as a team playerProfessional integrity and accountabilityWork in fast-paced, collaborative environmentRequired Certifications And LicensesNonePreferred Qualifications, Knowledge, Skills, And AbilitiesBachelor’s Degree2+ Years of Transportation Customer Service Experience2+ Years of Transportation Management ExperiencePreferred Certifications And LicensesNoneWORK ENVIRONMENTWork in a climate-controlled office and routinely use standard office equipmentTRAVELOvernight travel up to 5%, as business requiresCompensationEstimated Starting Annual Salary: $64,403.00Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilitiesFLSA Status: Exempt, Not Eligible for OvertimeEligible for Participation - Annual Discretionary BonusBenefits 401(k) / 401(k) matching AD&D insurance Dental insurance Disability insurance Employee assistance program Health insurance Health savings account Life insurance Mental wellbeing resources Paid Maternity leave Paid Parental leave Referral program Relocation assistance Sick time Vacation time Vision insurancePhysical RequirementsPhysical Requirements% of Work TimeRemain in a seated position80%Speak and hear clearly100%Lift office products and supplies, up to 20 lbs.20%Stoop, kneel, bend and reach10%Dexterity to write and manipulate keyboard and mouse100%