CDL Driver's License, Coaching, Communication Skills, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Device Drivers, IBM AS-400 Server, Intelligence Gathering, Mail Processing, Metrics, Operational Support, People Management, Performance Management, Performance Metrics, Problem Solving Skills, Productivity Management, Profit & Loss, Resolve Customer Issues, Sales Management, Time Management, Truck Driver
Primary Position Purpose:
This position is responsible for supervising and developing all drivers for assigned accounts; addressing customer service issues or complaints; and all shipments to meet the customer's needs and demands. Provides best course of action solutions for problem resolution on a daily basis to improve customer satisfaction, retention, utilization, and safety.
Position Functions:
- Proactively promote safety metrics and key performance indicators around service pickup %, deadhead %, assignments per week, and any other metric essential for the organization's objectives.
- Supervises driver performance to ensure proper balance is achieved with business needs and driver needs.
- Utilize High Performance Coaching to proactively coach drivers on performance or behavior expectations.
- Ensure the highest level of service for U.S. Xpress customers by effectively managing expectations and commitments through strong relationships and proactive communication.
- Maximize company profitability and revenue through appropriate equipment utilization.
- Ensure win/win scenarios that result in both high driver and customer satisfaction and loyalty.
- Utilize effective communication to handle sensitive issues, difficult conversations, and/or driver disputes.
- Effectively plan driver loads based on availability (PTA) and ensure drivers and equipment are performing as necessary to provide on-time service.
- Coordinate with drivers on physicals and random drug screens as well as CDL renewal deadlines based on Safety Department tracking and correspondence.
- Utilize systems such as AS400 and XPM for various tasks to ensure maximum departmental productivity.
- Collaborate with other operational and support departments on various tasks.
- Yard duties as assigned.
- Proactively work to assist others in achieving the organization's objectives.
- Collaborate with all levels of the organization to harness the collective intelligence of the workforce.
- Build credibility and trust among managed employees by providing prompt and constructive feedback or positive reinforcement.
- Proactively work to assist others in achieving the organization's objectives.