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About the Role
The Intermodal Shipper Experience Manager is responsible for driving best-in-class operational execution for existing brokerage customers. This is an individual contributor role reporting to the Intermodal Operations Manager.
Responsibilities
- Manage and execute operations and communications to meet shipper KPIs and expectations.
- Continuously educate on rail and intermodal transportation practices, market dynamics, pricing strategies, and regulatory compliance.
- Utilize intermodal-specific technology platforms and tools to enhance operational efficiencies and customer satisfaction.
- Educate on commodities shipped and how market dynamics impact profitability and service offerings.
- Practice coordination and relationship building to effectively solve customer problems.
- Develop 3x3 relationships at the shipper operations levels.
- Support branch leadership and sales in account growth strategy initiatives.
- Manage rates and services with clients for primary modes NFI ILS services (FTL, LTL, Dray, IMDL, Port Services).
- Develop, implement, and manage an SOP for each account, maintaining customer service concepts and implemented rates.
- Ensure proper follow-up and management of all loads.
- Break through internal obstacles that limit growth/service consistent with NFI deliverables.
- Manage NFI customer accounts with a detail-oriented mindset.
- Use internal and industry tools to identify potential improvements and best practices for customer operations.
- Foster speed, efficiency, and effectiveness in brokerage operations through collaboration with all NFI Departments.
- Meet customer needs by demonstrating a willingness to do 'Whatever it takes'.
Requirements
- Familiarity with DOT trucking regulations (Hours of Service, Claims etc).
- Proficient in using MS Office Applications (Word, Excel, PowerPoint).
- Ability to work in a fast-paced environment involving learning and using multiple applications and handling a high volume of phone calls.
- Excellent oral and written communication skills.
- Rudimentary knowledge of TMS programs used for brokerage services.
- Familiarity with External and Internal NFI pricing tools.
- Individual commitment towards sharpening existing or acquiring new skills as required by business or customer demands.
- Ability to work a flexible schedule based on shipment volume.
Skills
- Brokerage experience
- Domestic truckload
- LTL
- Intermodal shipments
- MS Office Applications
- Communication skills
- TMS programs
- Pricing tools
Location
- LA County
Work Type
- Full-time
Experience Level
- 3-5 years
Education Level
- BA or BS Degree preferred
Salary/Compensations
- $32.83/hour - $40.00/hour
- Annual discretionary bonus
Benefits
- Medical
- Dental
- Vision
- Prescription Drug Coverage
- 401k Plan
- Wellness Program
- Life Insurance
- Paid Time Off
- Paid Parental Leave
About the Company
- NFI
Equal Opportunity
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
- The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
- The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.