Office Manager (Mon-Fri 8am-4pm)

Office Manager

We are seeking a highly organized, customer-focused Office Manager to support the daily administrative and customer service operations of our LTL transportation company. This role is ideal for someone with transportation or logistics experience who can manage multiple priorities, communicate clearly with customers, drivers, carriers, and internal teams, and resolve issues quickly in a fast-paced environment.

The Office Manager will serve as a central point of contact for customers, oversee a customer service team of 57 people, help ensure freight moves efficiently, service expectations are met, and customer concerns are handled professionally and promptly.

Key Responsibilities

• Oversee day-to-day office operations, including customer communications, scheduling, documentation, and administrative support.
• Supervise, support, and provide day-to-day direction to a customer service team of 57 people.
• Act as a primary contact for customers regarding pickups, deliveries, shipment status, service concerns, and general transportation inquiries.
• Handle conflict resolution with professionalism, patience, and urgency when service issues, delays, missed pickups, damaged freight, or customer concerns arise.
• Coordinate with dispatch, drivers, dock staff, carriers, sales, and management to resolve problems and maintain a high level of customer satisfaction.
• Monitor and prioritize multiple customer requests in a fast-paced LTL environment while maintaining accuracy and attention to detail.
• Prepare, review, and maintain transportation-related paperwork, including bills of lading, delivery receipts, rate documents, claims information, and customer records.
• Assist with billing questions, invoicing discrepancies, accessorial charges, and customer account follow-up as needed.
• Support internal processes that improve office organization, workflow, communication, and customer service response times.
• Maintain professional relationships with customers, vendors, carriers, and internal team members.
• Escalate urgent operational or customer issues to management when appropriate while helping identify practical solutions.
• Assist with investigating, documenting, and resolving OS&D claims, including overages, shortages, and damages, while coordinating with customers, carriers, drivers, and internal operations.
• Other duties as assigned.

Qualifications

• Previous office management, customer service, dispatch, logistics, freight, or transportation experience required.
• Experience in LTL transportation required.
• Prior experience supervising or leading a customer service team required.
• Strong customer service background with the ability to communicate professionally with multiple customers throughout the day.
• Proven ability to handle conflict resolution and de-escalate difficult situations calmly and effectively.
• Ability to work in a fast-paced environment with competing priorities, frequent interruptions, and time-sensitive requests.
• Excellent verbal and written communication skills.
• Strong organizational skills, attention to detail, and ability to follow through on open issues.
• Comfortable using computers, email, Microsoft Office, transportation management systems, and customer databases.
• Ability to work independently while collaborating closely with operations, dispatch, sales, and management teams.

Key Skills

• Customer service and relationship management
• Conflict resolution and problem-solving
• Transportation and LTL freight coordination
• OS&D claims assistance and documentation
• Multitasking and prioritization
• Clear communication under pressure
• Administrative accuracy and documentation
• Team coordination and follow-up

Work Environment

This position operates in a busy transportation office where priorities can change quickly. The ideal candidate must be comfortable managing multiple customer needs at once, responding to time-sensitive freight issues, assist with OS&D claims, and maintaining a professional and solutions-focused approach throughout the day.

OTT Qualities

• Adherence to all OTT Safety, Quality, ISO and HR policies and standards.