Director, North American Regional Operations

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 Director, North American Regional Operations, is responsible for directing the resources and facilitating quality and efficient operations of assigned stations within Estes Forwarding Worldwide, LLC. The Director, North American Regional Operations, is accountable for the direction and management of multiple operations to include the support of customer relationships, overseeing P&L, and ensuring safety, service and quality measures.

Duties include but are not limited to: 

• Facilitate increased revenue and gross profit margin for Estes Forwarding Worldwide through ongoing development of direct and indirect reports.
• Maintain employee morale and creative workforce management and development.
• Assist Sr. Director of North American Field Operations, VP, North American Operations, VP, Global Services, SVP, Sales and SVP, of Operations in developing and implementing strategic vision for EFW.
• Act as an ongoing resource for field sales, North American operations, customer service, and all other
• stakeholders tied to the success of EFW.
• Oversee day-to-day operations of assigned stations within EFW. Establish and maintain positive,
• productive customer relations while managing daily resolution of issues. Assist Sr. Director of North American Field Operations in determining issue prioritization when necessary. Facilitate ongoing communication and issue resolution as needed. Work with internal customers and colleagues to resolve issues that impact various internal groups and customer service within the entire Estes Express Lines organization.
• Establish and continuously improve programs and processes for excellent customer relations by
• fostering an atmosphere conducive to collaborative improvement and by utilizing various
• qualitative and quantitative systems.
• Work with the Sr. Director of North American Field Operations to develop and manage goals, objectives, policies, and procedures to align with the vision and strategic roadmaps of EFW. Provide regular reports to Senior Leadership on revenues, profits, efficiency, and quality of assigned stations. Monitor the assigned stations’ effectiveness, ensuring customer needs and expectations are consistently met. Manage assigned stations within budget and participate in the budget process.
• Directly accountable for the assigned stations’ managers, supervisors, and multifunctional
• groups consisting of EFW Coordinators and Specialists of various skill levels and experience.
• Foster a competitive, rewarding, sales oriented work environment. Serve as mentor and role
• model for all field personnel. Complete development reviews for assigned staff; ensuring timely
• and accurate performance feedback is received on a regular basis. Provide for development and
• training activities for assigned staff, encouraging continuous learning and performance Improvement. Ensure evaluation and development of all personnel. Work with company to set
• a realistic projection and achieve a set growth rate for assigned stations.
• Ensure compliance with the internal quality policies, procedures, and guidelines.
• Orchestrate the mix of multimodal providers and assist in the implementation and compliance
• measurements of external service partners.
• Facilitate integrated communication between Estes Forwarding Worldwide, LLC’s various internal groups, ensuring consistent and effective quality in the work performance.
• Promote the need for and ensure a safe environment.
• Regular attendance is required
• 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 motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects.
• Ability to establish and maintain effective working relationships with employees, other agencies, and the public.
• Ability to identify issues, requirements, and opportunities involved in call centers and customer service. Experience managing external service providers (airline, cartage, truckload, linehaul).
• Effective oral, written, and interpersonal communications skills at a management level, including performance feedback, employee development, coaching, and counseling skills.
• Demonstrated team leadership and participative management skills, including facilitation, conflict and problem resolution, and consensus building abilities.
• Ability to develop and use collaborative relationships to accomplish work goals; develop individual relationships by listening, sharing ideas, and appreciating others' efforts.
• Maintain stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization.
• Use appropriate methods and a flexible interpersonal style to help build a cohesive team and facilitate the completion of team goals.
• Ability to design and manage metric based productivity measurement systems.
• Must be able to interact well with others.
• Ability to work independently or in a team setting, in a fast-paced environment.
• Must be mentally and emotionally capable of handling a high stress environment.
• Ability to read and interpret comprehensive and intricate research documents.
• Ability to write scientific reports and technical correspondence.
• Ability to work with executives and communicate abstract concepts.
• Ability to present to a high level of the organization and groups outside of the organization.
• Ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis.
• Ability to draw inferences and use deductive reasoning with no prescribed procedures to solve complex problems.
• Must be eligible to work in the United States.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• 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 position directly/indirectly supervises 5-18 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 7-10 years of experience.  Management experience in a regionalized, customer centric model and an understanding of the business processes and organizations within the scope of operations. Experience managing P&L budget process of large service organization. Three or more years of managerial experience desired.

Seven or more years in a transportation and/or customer service environment with supervisory experience; experience with freight forwarding helpful. Human Resource training and/or equivalent experience preferred. Training experience in transportation operations and sales preferred.

However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

None required.

TRAVEL

Up to 75%.

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.