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Senior Operations Administrator
3 months ago
Job Overview
The Senior Operations Administrator is accountable for executing clerical and administrative duties across various operational sectors, including linehaul, quality assurance, and customer service. This role is pivotal in addressing damaged and misdirected packages promptly to enhance delivery efficiency. The administrator acts as the primary point of contact for customers regarding a range of inquiries.
Key Responsibilities- Provide administrative support to management and operational tasks, including photocopying, filing, faxing, emailing, and handling phone inquiries.
- Review, research, and input data into various systems to assist the relevant functional area.
- Compile data and generate regular and ad-hoc reports for management evaluation.
- Serve as the initial customer service representative to address, resolve, or escalate customer issues.
- Assist management with Business Control Self Assessment (BCSA) audit activities by gathering necessary data and files for review.
- Facilitate timely deliveries and minimize loss and damage by conducting address verifications and ensuring packages are in optimal condition for customers.
- Prioritize workflow to maximize the number of packages resolved and dispatched for delivery within the same day.
- Ensure all packages receive the correct scan statuses and manage hazardous material damages according to policy.
- Investigate missing packages to determine the cause of scanning failures and compile information on disputed deliveries for management assessment.
- Analyze and track loss and damage claims to identify improperly charged claims and report findings to management.
- Review and input all Independent Contractor (IC) settlement data into the appropriate system to ensure accurate payments.
- Prepare necessary documentation to maintain Department of Transportation (DOT)-required files and verify timely log entries.
- Enter individual vehicle mileage records into the system and collaborate with ICs and Linehaul staff to resolve any discrepancies.
- Monitor various metrics, including the IC chargeback program, complaints, and maintenance compliance, and prepare weekly reports for management review.
- Act as the first point of contact for IC inquiries or issues related to settlements, uniforms, and decals, routing them to management for resolution.
- High School Diploma or GED is required.
Experience Requirements- A minimum of four (4) years of experience in customer service, clerical work, or a related field is required; experience in dock operations or distribution center settings is preferred.
Essential Skills and Abilities- Proficient in general business skills such as typing, data entry, and the use of office equipment (phone, copier, fax).
- Familiarity with Microsoft Office software and web-based applications.
- Strong customer service skills to respond effectively and professionally to inquiries.
- Excellent time management, organizational, and multitasking abilities to thrive in a fast-paced environment while maintaining high attention to detail and accuracy.
