Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

The Manager, North American Control Tower Operations, reports directly to Sr. Manager, North American Control Tower and Inside Sales. The Manager, North American Control Tower Operations, oversees day to day operations within an assigned team of Estes Forwarding Worldwide that consists of tracking, customer service, returns, and escalation teams.  The Manager, North American Control Tower Operations, is responsible for leading, directing and managing operations to ensure a consistently high level of service, quality and customer satisfaction. The Manager, North American Control Tower Operations, is accountable for maintaining profitable, cost-efficient operations and compliance with all company policies and procedures as well as any regulatory guidelines.

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties. 

• Lead, direct, and manage site operations to ensure maximum profitability and customer service.
• Manage the resources and facilitate quality and efficient operations.
• Establish and maintain positive, productive customer relations while managing daily resolution of issues.
• Establish and continuously improve processes to ensure excellent customer relations.
• Ensure compliance with the internal quality policies, procedures, and guidelines.
• Develop airline and surface carrier relationships to ensure communications and services provided meet the company’s needs.
• Plan and monitor daily staffing schedules and adjust accordingly to ensure adequate staffing that supports operational demands and business objectives.
• Through daily onsite direction, directly accountable for Supervisors, Coordinators, and Specialists of various skill levels and experience.
• Develop and implement On-Boarding procedures for new National or Corporate Accounts.
• Responsible for creating and maintaining KPIs.
• Facilitate integrated communication between Estes Forwarding Worldwide LLC’s various internal groups, ensuring consistent and effective quality in work performance.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Intermediate proficiency in Microsoft Office, internet, web-based, and job specific software applications.
• Ability to read, write, and speak English fluently.
• Ability to plan, organize, and manage multiple projects and set priorities.
• Basic understanding and experience in project management methodologies.
• Demonstrated team leadership and participative management skills, including facilitation, conflict and problem resolution and consensus building abilities desired.
• Effective verbal, written, and interpersonal communication skills at a management level, including performance feedback, employee development, coaching, and counseling skills.
• Allocate decision making authority and/or task responsibilities to others to maximize the organization’s and individual’s effectiveness.
• Develop and use collaborative relationships to accomplish work goals.
• Develop individual relationships by listening, sharing ideas, and appreciating others’ efforts.
• Effectively present information and respond to questions from groups of customers and employees.
• Must be able to interact well with others.
• Ability to work independently or in a team setting, in a fast paced environment.
• Ability to manage the financial aspects of the department (purchasing, budget reviewing, financial reporting, and monitoring expenses).
• Ability to identify issues, requirements, and opportunities involved in customer service.
• Ability to make customer’s needs a primary focus and develop and sustain productive relationships.
• In-depth knowledge of all products and services helpful.
• Ability to identify and understand issues, problems, and opportunities; comparing data from different sources to draw conclusions preferred.
• Ability to explore alternatives and position to reach outcomes that gain all parties’ support and acceptance.
• Must be mentally and emotionally capable of handling a high stress environment.
• Ability to maintain stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization.
• Ability to use appropriate methods and a flexible interpersonal style to help build a cohesive team and facilitate the completion of team goals.
• Read, analyze, and interpret highly complex regulations and procedures, and respond to common inquiries or complaints.
• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to work with managers or directors and communicate ambiguous concepts.
• Ability to present to groups across the organization.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Ability to analyze complex problems and develop alternative solutions.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

Position functions semi-autonomously and directly supervises 3-5 employees.  Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) and 2-4 years of experience.  Three to five years of experience in the transportation industry required, five to seven years of experience preferred. One to three years of supervisory or managerial experience, three to five years of experience preferred. Experience managing external service providers (airline, cartage, truckload, line haul). However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

None required.

TRAVEL

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking or stooping.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.