Associate Manager - Operations

What will the candidate do:

The Associate Manager - Brokerage oversees daily logistics operations related to booking, shipping, tracking, and billing for import and export shipments. This role is responsible for ensuring service excellence by managing customer and carrier relationships, driving process improvements, and meeting financial and operational targets. The ideal candidate has strong leadership skills, deep logistics knowledge, and is fluent in both English and Spanish.

Key Responsibilities:

• Supervise daily booking, shipping, tracking, and billing for import/export shipments.
• Analyze operations to identify and implement improvements to prevent service failures.
• Maintain professional and timely communication with customers, managing difficult situations effectively.
• Develop and maintain strong carrier relationships, expand coverage and improving negotiations.
• Achieve department goals by ensuring high-quality, fair, and cost-competitive services.
• Manage financial procedures including detention, invoice discrepancies, automation, and cost control.
• Support the onboarding and operational launch of new customer accounts.
• Monitor urgent shipments and coordinate with internal teams to implement quick resolutions.

• Monitor team and carrier performance against internal metrics.
• Oversee rate automation in TMS and strategic transport decisions with Capacity and Sales.
• Communicate service issues to customers and management.
• Track weekly volume and revenue; manage customer service issues.
• Daily follow-up on pending items and unanswered emails.
• Weekly audits of TMS updates and capacity needs.
• Weekly updates to sales files, volume reviews, client additions, and report closures.
• Weekly training, client calls, QBRs, and visit scheduling.
• Monthly one-on-ones with Team Leaders and dashboards preparation.
• Occasional tasks: report automation, charge adjustments, staffing tickets, interviews, and access audits.

Requirements :

• 2-3 years in logistics with at least 1 year managing personnel.
• Proficient in TMS and Microsoft Excel (VLookup, Pivot Tables, formulas).
• Understanding of customer business, supply chain, and service metrics.
• Familiarity with Mexico-US geography and transport modes (rail, FTL, LTL).
• Strong communication, negotiation, analytical, and multitasking skills.
• Fluent in English and Spanish, both written and spoken.
• Strong sense of urgency and ability to multitask under pressure.
• Customer-first mindset with a commitment to service excellence.
• Attention to detail in data entry, reporting, and operational documentation.