The manager, Administration is responsible for the effective delivery of administration activities for Lineage Transportation. This role ensures the admin teams maintains a strong partnership with the Transportation operations team to ensure customer requests, payables, driver pay, and collections are completed in an accurate and timely manner. The manager provides leadership within the team and ensures strong alignment of team activities with the overall company vision, mission, strategy and culture, and work with all areas of the business to continuously improve the internal and external customer experience.
KEY DUTIES AND RESPONSIBILITIES
- Leads and promotes a culture where Health & Safety is the #1 priority. Provides leadership and support for Health & Safety initiatives within the department.
- Operates within and ensures full compliance with the Code of Business Conduct, company policies and procedures, and all statutes and legislation governing the workplace.
- Champions company-wide programs for increasing employee engagement, communications and people development.
- Provides overall direction, support, coaching and leadership to the admin team to achieve prescribed objectives and align department and individual efforts to the vision, mission, strategy and culture.
- Develops and leads regular team communication sessions to review safety initiatives, admin performance and other department initiatives.
- Monitors, measures, coaches, and develops direct reports, ensures adherence to policies and procedures, provides recognition, evaluates and provides feedback on performance, addresses performance concerns and resolves problems.
- Takes the lead in the hiring, orientation, training, and development of team members.
- Manages the ongoing development of talent and leadership of team members.
- Focuses on a data driven approach to administration activities. May be required to develop and build reporting to assist with improved service levels and efficiencies.
- Establishes work schedules and ensures that they are correctly implemented, and that jobs are assigned and completed effectively.
- Champions projects in support of the company vision, mission, strategy and culture. Participates and assists in completing business unit projects.
- Ensures that the handling of customer concerns or issues is followed through to resolution.
- Develops and maintains procedures, policies, and standards for QMS documentation.
- Leads their team in providing the highest levels of customer service, both internally and externally, with the goal of continuously improving the customer experience.
- Ensures a consistent approach in communications with customers and in the manner service is delivered.
- Participates in business review calls with customers and assists in setting up customer expectations. Including assisting sales team with customer onboarding process and building customer specific operating procedures.
- Focuses on continuous improvement and process improvement and identifies cost saving and growth initiatives within admin department.
- Operates within the assigned budget constraints.
- Ensures orderly workflow is maintained and monitored according to priorities.
- Works with the Transportation Management teams in each facility to implement customer experience standards for all accounts and works with their team to meet/exceed these standards and provide metrics to demonstrate compliance.
- Implements a system of controls & KPI metrics to ensure that service levels and team performance goals are met and reports results on a timely basis.
- Ensures payroll is accurately approved and submitted in a timely manner.
- Provides ongoing training, direction and coaching to the Customer Service & Admin team to ensure all accessorial activities are logged and captured for the purposes of operational visibility and accurate customer billing.
- Builds relationships across all levels. Maintains excellent customer service relationship with internal and external customers.
- This individual enjoys challenges, possesses a strong customer service orientation and can manage multiple priorities in a high-volume environment.
- Leads their team in providing the highest levels of service to all customers and suppliers with whom they interact, whether internal or external, with the goal of continuously improving the customer experience.
- Continuously grows and develops administration knowledge and leadership capabilities by participating in professional development opportunities. Keeps informed of new and emerging trends in the finance, logistics and transportation fields by reviewing the latest industry literature (books, trade journals, online articles) and participating in industry associations and events.
MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)
- 2+ recent years’ experience at a supervisor or manager level in a fast-paced and high-volume customer service, billing, or credit department.
- Supervisory experience, including leading the development of team goals and objectives and managing staff.
- Post-secondary education in Business, Customer Service, or related field is an asset.
- Commitment to health and safety in the workplace.
- Excellent customer service abilities with a natural desire to provide exceptional service.
- Demonstrates solid interpersonal and communication skills, both written and verbal, including outstanding phone and email etiquette. Able to work effectively with a wide range of people, both internal and external to the organization and build collaborative relationships
- Ability to provide exceptional team leadership to bring out the very best work from each team member. This includes recognizing unique strengths and talents in each team member, coaching, and developing individuals, and putting development plans in place to support growth and address areas of improvement as needed.
- Proven ability to direct a team working in a fast-paced customer service environment to ensure accuracy, compliance, and a team culture of excellence.
- Experience mapping department goals to organizational strategy.
- Dedicated to continuous improvement and ability to identify opportunities to increase efficiency and enhance results.
- Analytical and logical thinker with the ability think two steps ahead and successfully analyze different pieces of information and put them together like a puzzle.
- Takes initiative, is proactive in their work, and is results-oriented. Demonstrates ability to effectively prioritize workflow to ensure deadlines are met in a fast-paced environment while adapting to changing and shifting priorities.
- Strong organizational, interpersonal, multitasking, analytical, prioritizing and communication skills – both verbal and written. Understands how to set and manage priorities and make decisions accordingly.
- Approachable, active listener, with positive demeanor with a hands-on and team-oriented work style with an ability to build collaborative relationships.
- Exhibits sound judgment and is able to maintain a high level of confidentiality. Courageous and able to address challenging matters with tact and composure.
- Strong Microsoft Office skills with an emphasis on Work, Excel and Outlook.
Why Lineage?
This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.
Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.
Benefits
Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, RRSP matching and paid time off.
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