Market Operations Manager (Warehouse/Transportation)

Job Description

Job Description Job Description ESSENTIAL DUTIES AND RESPONSIBILITIES: Leading Associates: Recruit, interview, hire, train and retain top talent. Provide daily support to include coaching and hands-on/ride-along training for associates. Support a culture aligned with PODS core values (Integrity, Delighting Customers, Engagement, Accountability, Support Through Teamwork). Effectively administer PODS performance management process. Responsible for reporting employee issues to Territory Manager and Regional HRBP in a timely manner; Maintain ongoing communication with Human Resources for all personnel management assistance, accident reports, disciplinary documentation, employee evaluations and personnel reporting. Identify and develop internal talent to support future career growth opportunities. Provide effective and regular communication to team members including goals, business results, opportunities for improvement and key focus areas. Ensure daily pre-shift meetings are conducted at each Storage Center. Customers: Manage customer experience to meet or exceed PODS CSAT and DSAT goals. This will include following up and resolving any identified issues, direct customer contact, refining operational processes and implementing remedial training in an effort to delight our customers. Ensure all associates are meeting PODS expectations for brand standards (i.e. uniforms, containers, equipment) and customer interactions (i.e. prior customer notification, demonstration of equipment, container capabilities, delivery site evaluations, customer feedback solicitation). Operational Excellence: Responsible for managing and maintaining all corporate owned assets within territory (trucks, forklifts, floor sweepers, containers etc.). Manage daily routing and ETA/JPH performance for associates. Communicate any scheduling/operational delays to Sales and Serve Center. Determine daily manpower needs based on routing of full productive days and assign work shifts based on the business needs and available HOS. Coordinate repairs as assigned by Territory Manager. If damage occurs at a customer site, ensure all paperwork and payment packets are returned from the field, coordinate access to customer containers stored in the storage center. Ensure accurate and timely completion of daily driver checklist/DDC, forklift inspection logs, and driver log books. Responsible for maintaining safe, clean, organized, functional storage centers and staging areas within territory. Ensure equipment repairs are performed safely and promptly to achieve PODS Out of Service targeted levels. Perform driver functions when the business dictates. Regulatory/Compliance: Ensure compliance with and associate understanding of all DOT requirements including Hours of Service regulations and licensing. Ensure compliance with all OSHA regulations and state and local facility compliance ordinances. Ensure adherence to local zoning codes and permit requirements pertaining to delivery and container placement. Manage relationship with local municipalities. Ensure all deliveries meet local regulatory requirements and obtain permits or authorization as required. Participate in quarterly self-audits, identify areas of improvement and address deficiencies to achieve an overall rating of compliant or better. Responsible for adherence to internal company policies (i.e. Incident Reports, Drug Screening Policy, HR policies related to safety and compliance). Financial Management: Manage the day-to-day operation with a focus on improved efficiency. Manage all petty cash per the PODS Petty Cash policy. Ensure refueling equipment is performed in a compliant, cost effective manner. Perform monthly parts inventory reconciliation. Other Duties: Flexibility to travel frequently to storage centers throughout territory. May be required to perform other duties and responsibilities as assigned. MANAGEMENT & SUPERVISORY RESPONSIBILTIES Typically reports to Territory Manager. Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). Job title example(s) of employees directly supervised: Storage Center and Delivery Driver Staff. JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s) DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority BUILD RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them RESOLVE CONFLICTS: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help others resolve disputes and reach agreement COACH: Able to observe and track performance in order to instruct, guide, encourage, and support employees; Able to provide positive and developmental feedback on performance; Able to place emphasis on continuous improvement DEVELOP OTHERS: Able to provide a challenging and supportive climate that encourages development in the work team; Able to assess the strengths and development needs of staff; Able to actively seek and promote opportunities for the development of others; Able to take an active part in the training and ongoing development of direct reports MOTIVATE: Able to create enthusiasm for the work and a desire to excel as an individual or as a team; Able to solicit, use, and / or build on ideas of others; Able to recognize individuals for their contributions; Able to reinforce desired behaviors JOB QUALIFICATIONS: Education & Experience Requirements High School diploma required; college degree preferred or a minimum of 1 years of prior management experience. Ability to apply and successfully attain CDL Class B License or higher. Must maintain a current/valid driver license from the state in which position is assigned. Must be able to obtain PODS forklift certification. Possess a valid DOT medical card. Mechanical ability essential to identify problems with equipment. PHYSICAL REQUIREMENTS Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate. Ability to stand and walk up to 8 hours a day; Ability to stoop, bend and lift boxes weighing up to 40 lbs. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus. Regularly required to sit; Use hands to finger, handle, or feel; Reach with hands and arms and talk and hear. Ability to hear and verbally communicate using a telephone handset and/or connected headset device. WORKING CONDITIONS Regular business hours. Some additional hours may be required including Saturdays/Sundays. Travel requirements: Within Local Territory. Storage centers are climate controlled. Deliveries made in all weather conditions. The noise level in the work environment is moderate to high. May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy. DISCLAIMER The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Equal Opportunity, Affirmative Action Employer PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law. It is essential for us to work in an atmosphere of friendly cooperation; it is your responsibility to: Ask your direct supervisor for an explanation of anything you do not understand. Attend Orientation class and any required training sessions. Read your job description and Associate Handbook; sign the required acknowledgement documents and return to HR. Ask any questions about these items as well as any information given to you at meetings and through individual or group instructions, which will assist your understanding of this position.