Oversaw one direct report and five indirect reports. Managed operations managers, account managers, and account coordinators, with a concentration on customer service, execution, and continuous improvement. Participated in training and ongoing development of new operations staff for account management group. Collaborated with branch manager to design structure and procedures of account management group. Partnered with capacity group to ensure proper coverage of committed freight. Developed and implemented SOPs for each account, and maintained customer service concepts and rates. Responded to sales inquiries and provided pricing on transactional-based business. Positioned brokerage services within company network.

Maintained entire retail vertical, including covering multiple elite accounts such as Walmart, Lowe’s, Amazon, and many others. Created and implemented process workflow improvements for team. Functioned as customer service manager for all flex team accounts. Coordinated all daily IML, HWY, and LTL freight. Provided training to all team employees. Updated all reporting for origin and destination pools, accessorial, margin, and 511 errors.Oversaw all Lowe’s accounts in Northeast territory, including all appointments, customer needs and questions, and load- tracing. Managed all OTR loads, including appointments, delivery, and tracing. Directed all destination pools and tracing, and adjusted loads as needed according to rail ETAs. Coordinated all e-mail correspondence for Northeast territory.Set appointments for pickups and deliveries to Walmart customers. Maintained Walmart distribution center pools, including origins and destinations. Managed all aspects of dry goods division. Handled and assisted with TAB scheduling and management. Coordinated OTR scheduling and tracing.

Processed retail and contractor customer orders. Created estimates and provided pricing on request. Oversaw scheduling of deliveries with dispatch. Scheduled training sessions provided by vendors. Handled all incoming and outgoing customer calls. Copied blueprints, using KIP 3000 machine. Coordinated general office responsibilities.

Oversaw inventory control. Processed customer and purchase orders. Approved and processed payables and expense reports. Made collection calls for past-due invoices. Handled all inbound and outbound customer calls. Managed general office responsibilities, including creating price books for customers.

Served as IT administrator for company data system, including inputting data and multimedia information. Provided IT support for field technicians. Managed scheduling and dispatching of service technicians to locations. Processed all service work orders on time. Created job books and maintained all paperwork as required. Verified work hours of technicians for accounting and ensured accuracy of time sheets. Provided administrative assistance to project managers and vice president as needed. Remained on call for emergency service calls.