LTL Operations Manager / Customer Support (Agent Enablement)
Department: 3PL / LTL Operations
Reports To: President
Work Model: Remote-first; hybrid possible if near an office
Location: Flexible U.S. (company has ~20–30 offices; office placement possible if candidate is near one)
Target Start: Within 30–60 days (goal: March 2026)
Role Summary
The LTL Operations Manager will function as an ops + customer service lead and help desk for the LTL platform—supporting agents and internal teams with shipment processing, issue resolution, tracking/tracing, documentation, and basic training. This is not a sales role.
Think: modern equivalent of a dispatcher umbrella role (without driver dispatch), focused on execution support in an automated LTL environment.
Key Responsibilities
- Serve as first-line support for agents and customers using the LTL web platform
- Process shipments on behalf of agents when needed; generate/send BOLs and labels
- Track & trace, exception management, and customer service communication
- Coordinate with internal/external support teams to resolve shipment issues quickly
- Provide light agent training (especially for less tech-savvy agents) on how to enter/process LTL shipments
- Maintain professionalism and urgency—treat every agent interaction as high value
- Support ramp-up planning as volume increases; identify process improvements and common failure points
Required Qualifications
- Experience in freight brokerage, LTL operations, dispatch, customer service, or carrier/shipper operations
- High comfort with technology/web-based workflows (the system is automated and platform-driven)
- Strong sense of urgency, prioritization, and problem-solving (think fast on your feet)
- Professional communication skills; calm under pressure; service mindset
- Able to support and educate a wide range of users (from tech-savvy to needs step-by-step help)
Preferred Qualifications
- Prior experience supporting an agent network (or internal/external customer of the customer model)
- Familiarity with LTL documentation and processes (BOLs, labels, claims/escalations basics)
- Exposure to TMS/shipping platform environments and workflow troubleshooting
Compensation
- Base salary target:$60,000–$75,000 (dependent on experience)
Location / Work Arrangement
- Remote position
- Hybrid optional if candidate is near McDonough, GA
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