Driver Relations/Operations Coordinator

Driver Relations/Operations Coordinator

The Driver Relations/Operations Coordinator serves as the operational and relational backbone of the terminal, combining real-time container movement execution with comprehensive driver lifecycle management. This role is responsible for the seamless onboarding, development, retention, and daily support of CDL drivers while simultaneously overseeing dispatch coordination, asset utilization, and yard operations. Acting as the primary point of contact between drivers and terminal management, this position requires exceptional interpersonal skills, sound operational judgment, and a proactive commitment to driver satisfaction and terminal performance.

Terminal Location: Memphis, TN

Reports To: Terminal Manager

HR FLSA Status: Exempt

Office Hours: 10:00 AM 7:00 PM with weekend and after-hours engagement as required.

Driver Relations & Retention

• Serves as the primary point of contact for all drivers at the terminal addressing concerns, answering questions, and resolving challenges with urgency and professionalism.
• Authority to independently determine driver engagement strategies and retention interventions; escalates driver concerns requiring Terminal Manager or HR action.
• Navigates new drivers through the full onboarding process from approval-to-hire through first dispatch, including orientation, documentation, lease processing, and system setup.
• Conducts structured 30/60/90-day driver reviews; independently determines appropriate follow-up actions and escalation paths based on feedback outcomes.
• Develops and maintains strong working relationships with drivers to foster trust and long-term commitment to the company.
• Coaches and trains drivers on internal company policies, procedures, DOT/FMCSA regulations, and safety standards.
• Acts as liaison between drivers and corporate Safety to ensure all terminal operations adhere to established compliance standards.
• Monitors driver credential and inspection expirations; independently determines notification priority and follow-up protocols to maintain regulatory compliance continuity.
• Conducts market analysis to ensure DSL remains competitively positioned for driver recruitment and retention across the terminal's operating area.
• Completes Change of Status forms for truck swaps, terminations, and lease modifications; processes all documentation with Safety and corporate departments.
• Complete driver contracts and submits to Safety; order permits, as required.

Recruiting Support

• Authority to independently pursue localized driver recruiting channels and campaigns aligned with current terminal capacity requirements.
• Establishes onboarding standards governing new driver readiness and compliance prior to first dispatch.
• Assists the recruiting team with pipeline management, applicant follow-up, and event coordination.
• Supports onsite recruiting events, referral program promotion, and targeted outreach at truck stops, gas stations, and other localized venues.

Dispatch & Terminal Operations

• Supports owner-operator dispatch assignments and resource deployment priorities.
• Supports container and chassis disposition priorities to eliminate or minimize demurrage, detention, and per-diem storage costs; approves exception handling on at-risk assets before fee exposure materializes.
• Supports inbound and outbound container movements.
• Yard & Terminal Oversight: maintain accurate yard inventory through gate logs, and manage onsite and offsite equipment.
• Assists dispatch with any documentation needed for billing charges is provided to and signed by the customer and entered in the system for proper billing and driver pay.
• Acts as a backup for all team members in the office.
• Performs all other duties and projects as assigned, applying professional judgment on approach, timeline, and resources required

Education and Experience Requirements

Experience Required: Minimum of two (2) years of customer service, driver relations, or intermodal operations experience required; five (5) years preferred. Prior experience in drayage, intermodal, or port operations is strongly preferred. High School Diploma required.

Minimum Skills, Knowledge, and Ability Requirements

• Exceptional interpersonal skills with demonstrated ability to build trust and rapport with drivers of diverse backgrounds.
• Strong decision-making capability; independently navigates complex, time-sensitive operational situations.
• Extensive knowledge of DOT/FMCSA regulations, Hours of Service requirements, safety standards, and driver compliance obligations.
• Deep understanding of intermodal drayage operations including port procedures, chassis management, rail operations, and regulatory compliance.
• Proficiency in transportation management systems (TMS), particularly TMW or similar platforms.
• Strong market awareness: ability to conduct and interpret competitive driver compensation and recruitment intelligence.
• Ability to manage multiple priorities simultaneously with a high degree of organization and attention to detail.
• Excellent written and verbal communication skills, including the ability to present information professionally to drivers, customers, and management.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to calculate figures, generate quotes, and apply basic financial reasoning to operational decisions.

Work Conditions, Physical and/or Mental Requirements

• Position requires both office and field presence; employees will regularly interface with drivers on terminal grounds.
• Sedentary and active physical activity include standing, walking, reaching, lifting, finger dexterity, grasping, and repetitive motions.
• Visual requirements include close vision, distance vision, peripheral vision, and ability to adjust focus.
• Approximately 6070% of time is spent at a computer; remainder involves direct driver and terminal interaction.
• Must be able to lift and carry a minimum of 15 pounds.
• Must be able to manage stressful, fast-changing operational situations with composure and sound judgment.

These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodation, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position.