Operations Support Manager

POSITION SUMMARY

The 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 transactions

• Support Field Operations by:

◦ Provide advance Work Orders & Crew Paper 100% before the on-duty time ◦ Relaying Work Order instructions between crews & customers and drive to 100% automation ◦ Ensuring timely & accurate interchange processing with partner railroads and drive to 100% automation ◦ Ensure 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-up ◦ Monitor 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 needed ◦ Converting manual work that is preventing 100% automation of the Work Order & Interchange processes ◦ Monitor the Operating Plan service windows and provide performance feedback to field on systemic failures

• Support External Customers by processing Transactions

◦ Respond 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 Queues ▪ No Bills (any car without proper billing) ▪ Identify and develop new queues that will prevent service failures ◦ Conducting proactive analysis of systematic service failures and working with internal partners to eliminate the cause of the service failure ◦ Identifying & 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 occur

• Support 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 failures ◦ Setting up systems in a timely manner to bring on new business

• Provide set up, systems support & automation rules to:

◦ Correctly identify inbound waybill & EDI transmission Issues ◦ Transmit and receive EDI for interchange & railcar information ◦ Identify and prevent systemic data integrity issues causing transactions failures

• Create & deploy proactive Supply Chain Management notifications:

◦ Service Exceptions (i.e.: service interruptions, holiday plans, etc.) ◦ Chargeable event communications ◦ Send Customer communication via interchange, PCON, Storage & PACT notices based on physical movement of railcars

• Develop Standard Work for core Network Operations Center processes
• Develop Training Material & FAQ on systematic issues for internal & external customers
• Provide feedback, guidance and documentation for systematic transactions issues impacting service performance and customer satisfaction failures and escalate to appropriate internal partners
• Provide feedback, guidance and documentation for automation opportunities to appropriate internal partners

OTHER DUTIES

• Perform other duties and projects as assigned

SUPERVISORY RESPONSIBILITIES

• None

REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

• High School Diploma/GED
• Solid understanding of Railroad Industry beneficial
• Intermediate skills in RMI AS/400 Mainframe Systems beneficial
• Time Management; Manage day-today activities and incoming demands in a short period of time; prioritize for smooth business flow and to meet customer expectations
• High attention to detail and accuracy; strong organization skills
• Analytical skills
• Strong problem solving and solution creation skills in an unscripted environment
• Superior follow through to meet goals and customer needs
• Self-motivated; work with minimal supervision
• Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates
• Intermediate computer skills in Microsoft Office Suite
• Professional integrity and accountability
• Self-motivated; work independently to complete quality work
• Work cooperatively with superiors and employees as a team player
• Professional integrity and accountability
• Work in fast-paced, collaborative environment

REQUIRED CERTIFICATIONS AND LICENSES

• None

PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor’s Degree
• 2+ Years of Transportation Customer Service Experience
• 2+ Years of Transportation Management Experience

PREFERRED CERTIFICATIONS AND LICENSES

• None

WORK ENVIRONMENT

• Work in a climate-controlled office and routinely use standard office equipment

TRAVEL

• Overnight travel up to 5%, as business requires

PHYSICAL REQUIREMENTS

Physical Requirements % of Work Time Remain in a seated position 80% Speak and hear clearly 100% Lift office products and supplies, up to 20 lbs. 20% Stoop, kneel, bend and reach 10% Dexterity to write and manipulate keyboard and mouse 100%