Booking and Dispatch Manager

Title:

HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

HomeSafe Alliance is a seeking highly skilled and motivated Booking and Dispatch Manager to lead the domestic logistics team in all operational disciplines, implement a cost-effective procurement strategy, ensure operational excellence, high productivity, and customer satisfaction. This role will oversee all Service Provider activities, monitor call hold times, perform quality assurance reviews and work with interdepartmental staff to confirm that all booking and dispatch operations consistently meet company standards.

POSITION DESCRIPTION:

• Lead, manage, mentor, and led a team of Booking and Dispatch professionals.
• Responsible for Wichita Falls, TX facility building security and IT hardware asset management.
• Oversee the movement of Military Household Goods shipments across the lower 48 United States and through U.S. Sea and Airports of Embarkation and Debarkation in accordance U.S. Government DTR, JTR, FTR, Military Services, DOT FMCSA, and HomeSafe Alliance policies and procedures.
• Implement a continuous improvement process culture to improve efficiencies and performance: Ensure personnel are trained on standardized workflows, are technically competent and customer focused.
• Increase competency level of Booking and Dispatch personnel to ensure high quality, compliance, and outstanding customer service.
• Establish, monitor, revise, document, and communicate all directives, rules, and procedures to staff, including rate schedule, shipment, booking process, and any other related information.
• Maximize profitability through superior service, effective and prompt communications, and follow-up of all matters with the customer, including changes, scheduling, new regulations, bonding/insurance requirements, and general industry expertise, etc.
• Assure proper information flow with operations on changes and/or problems with external customers or suppliers, with specific focus on domestic freight concerns.
• Evaluate staff performance on a regular basis to include the employee appraisal process. Monitor workloads, adjust proactively and develop team members.
• Monitor timely responses to external/internal customers and other HomeSafe Alliance offices.
• Investigate, plan, and implement transport methods that are strategically effective and relevant which meet the needs of HomeSafe Alliance, Service Providers, USTRANSCOM, Service Members and DoD Civilian customers.
• Reviews booking requests via HomeSafe Connect automated system to achieve GHC program goals (productivity, on-time pickup and delivery performance, efficiency, minimum trip lengths, etc.).
• Provide outstanding customer service to our clients by implementing and managing the booking process on an organizational level as well as continuously optimizing the customer service experience.
• Oversee, when necessary, rescheduling service in the event of operator or vehicle shortages in consideration of scheduling policies.
• Pilot all outbound flows from warehouse to customers and make sure the communication to the customer is done proactively. Pilot third party transporters for outbound flows.
• Achieve GHC HomeSafe KPIs and SDS performance metric requirements.
• Daily/hourly monitor of all system efficiencies and adjust as needed.
• Update all workflows regarding the customer in HomeSafe Connect, from ingestion of task orders to booking, dispatch, plan pickup, actual pick up, planned RDD, and actual RDD.
• Other duties as assigned.

QUALIFICATIONS AND SKILLS REQUIREMENTS:

• High School Diploma or equivalent.
• 5 years domestic freight experience.
• 2 years management experience.
• Data-driven thinker and very comfortable with modern Transportation Management System, TMS, experience is a plus.
• Thorough knowledge and understanding of domestic freight markets and operations.
• Bachelor’s degree in Sales, Supply Chain, Transportation, Logistics, or equivalent experience.
• Experience in team management, customer service, and transportation logistics.
• System/database experience and MS Office proficiency.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.