Job Title:  Senior Operations Executive  Division:  Account Management  

Reports To:  Senior Account Manager    

POSITION SUMMARY  
 

The Senior Operations Executive handles complex transportation operations, working closely with customers, carriers, and internal teams to ensure successful execution. This role requires expertise in managing challenging shipments, resolving escalated issues, and optimizing operational processes. Additional responsibilities may include identifying areas for improvement and supporting team members by sharing best practices and industry knowledge. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  
 

Daily transaction and client solutions management: 

• Scheduling appointments with shippers and receivers via online portals, phone, and email.  
• Ability to route shipments to minimize transit times.  
• Responsible for planning and tracking the shipments of goods following customers’ requirements. 
• Producing strategic solutions to accommodate shipper and customer needs.  
• Advanced problem-solving skills and ability to handle escalated operational challenges. 
• Strong attention to detail and ability to manage high-priority shipments. 
• Quality communication skills through phone, email, and face to face.  
• Strong organizational skills with the ability to manage multiple priorities effectively.  
• Manually add information to and build location files in McLeod.  
• Maintaining pertinent information in customer and shipper files.  
• Develop basic full truck load rating knowledge.  
• Follow individual team goals and processes.  
• Understand, follow, and emulate Zipline value. 
• Create process plans for each customer account.  
• Exceptional knowledge of geography, transit times, and time zones.  
• Higher-level problem solving with the carrier team.  
• Exceptional load board organization and management.  
• Building relationships with shippers/receivers and customers through great customer service. 
• Develop supply chain expertise and industry knowledge to better service our customers.  
• Market knowledge, staying up to date with market fluctuations, recognize past historical trends.  
• Provides support to sales, carrier teams, accounting, and other operations teams when needed. 
• Handle issues related to small order value claims 
• Build LTL orders in TMS’s (transportation management systems), understanding LTL processes and classifications. 
• Provide backup on other accounts when teammates are not available 

Client relationship management: 

• Assessing client’s needs, advising on effective transportation solutions and alternatives, monitoring shipments, solving issues before they impact clients, organizing/analyzing/reporting information for clients to assist them in decision-making.  
• Increase customer satisfaction by building relationships with shippers/receivers by optimizing operations.

REQUIRED SKILLS AND COMPETENCIES
 

• Ability to train others on account operations. 
• Ability to clearly articulate account plans to leadership. 
• Basic mathematical calculations. 
• Excellent organizational skills. 
• Ability to handle multiple tasks. 
• Detail oriented, committed to deadlines and have solid verbal and written communication skills. 
• Ability to work well on a team and to collaborate across internal teams. 
• Willingness to learn. 
• Flexibility, Empathy, self-motivated. 
• Ability to work in a fast-paced environment.