Job Title: Warehouse Logistics Manager
Department: Warehouse
Location: Houston, TX
Reports To: VP of Customer Service
Position Type: Full-time
Company Overview
Gulf Winds International, Inc. is a leading provider of drayage, transloading, and storage, serving importers and exporters globally. The Company prides itself on innovation, people, and purpose, redefining expectations for intermodal trucking. With a robust presence at major ports, including Houston, Dallas, Mobile, Memphis, Savannah, Charleston, Norfolk, Baltimore, and Chicago, Gulf Winds is dedicated to delivering top-notch services through continuous investment in technology and infrastructure. Ownership: The company is backed by The Sterling Group, a Houston-based private equity firm. Since 1982, The Sterling Group has partnered with management teams to grow and build winning businesses in the industrial sector. Over 75% of Sterling’s past partnerships have been with family businesses and corporate carve-outs. Sterling excels as a partner bringing its operational focus and expertise to support company objectives. Today, Sterling has over $5.7 billion in assets under management.
- Only Candidates in the Houston, TX market area will be considered**
Purpose of Position
The Warehouse Logistics Manager’s purpose is to lead and enable their team to provide world class customer service to their customers.
Primary Job Responsibilities
Other duties may be assigned as deemed appropriate by management. - Employee Engagement
- Creating a positive culture/team environment
- Manage customer service staff, communicate job expectations, and perform performance plans and job reviews accordingly.
- Coach, train, and motive staff to deliver a high-quality customer service experience while meeting performance objectives that align with company goals and values.
- Meet monthly with team members to improve/monitor goals and engagement and assess for professional development opportunities.
- Assist team members in complex problem resolution as needed.
- Hold team members accountable to achieving defined expectations.
- Goal Tracking
- Establish and monitor goals quarterly which align to the department and company goals.
- Manage and document team additional costs.
- Manage and document team credits.
- Develop and maintain reports as needed.
- Dashboard Management
- Monitor team dashboards to minimize additional costs, maximize profit, and identify process improvement opportunities.
- Perform regular team data audits of system to ensure accuracy, identify training needs, and address consistent discrepancies.
- Review margins to maximize profitability and reduce billing errors.
- Customer Onboarding & Routine Interaction
- Establish and maintain rapport with contract and key customers to identify and address pain points and opportunities for improvement.
- Participate in customer onboarding for key and contract accounts.
- Respond to customer feedback and ensure customer satisfaction and retention.
- Review internal systems and processes to ensure KPI are met for all Key and Contract accounts.
Specific Tasks
This list is subject to change at any time. - Daily
- LC account support/questions
- Review team dashboard
- Spreadsheet: Review/enter credits
- Spreadsheet: Review/enter additional costs
- Margin reviews
- Email maintenance
- Weekly
- Approve time cards
- Address any OT concerns
- Review workloads
- Viva goal updates
- Review goal progress
- Send LC dashboard report
- Spreadsheet: Updating goal tracking spreadsheet
- Meeting: Workloads
- Meeting: Team huddles
- Spreadsheet: Complexity Calculator - for new customers
- Spreadsheet: LC Customer Assignments
- Spreadsheet: Team Customer Account List
- Team member shoutout
- Monthly
- 1 on 1 with team members
- Employee engagement activities - 2x per month
- Meeting: Sales call with Lindsey
- Meeting: Ops market call (Houston, DFW, Memphis, Mobile, Charleston, Savannah)
- Meeting: 1 on 1 with managers/Candace
- Nominate a team member for a Star (if applicable)
- Spreadsheet: Customer Service Performance Recognition
- Meeting: Town Hall
- Meeting: EDI review
- Quarterly
- Audit accounts
- Review results of pulse survey
- Top/Bottom performers
- Annually
- Team members reviews
- Review for annual raises
- Ad Hoc
- Customer meetings
- Onboarding calls
- Spreadsheet: Quote Opportunities
- Team member coaching/training
- Team member accountability process
- Track service failures
- First escalation point for customer issues.
- Review rate changes advised by Sales to ensure quotes/templates/orders are updated accordingly.
- Review customer disputes on invoicing related items
Requirements:Knowledge, Skills, and Abilities
- Must possess strong communication & writing skills necessary to interface with internal and external customers.
- Must be a self-starter and willing to work with minimal supervision and execute tasks and duties at a high level.
- Knowledge of transportation industry, logistics and supply chain.
- Excellent organizational skills.
- Ability to motivate, train, lead, and evaluate the performance of team members.
Minimum Qualifications
- Demonstrated ability to perform duties of a Logistics Coordinator at an exemplary level.
- Bachelor’s degree or equivalent experience
- Prior management experience is a plus, but not required.
