Operations Support Specialist

Position Summary

Under general supervision, the Operations Support Specialist manages the utilization and success of professional drivers supporting the Minnesota Hub operation. This position preplans drivers based on availability, hours of service, and transit needs, coordinates relays as required, and works closely with managers, customers, drivers, and co-workers to ensure lane and service commitments are met.

This is a combined role, performing the functions of a Load Planner, Driver Manager, and Customer Service Representative as the situation requires. The ideal candidate is a versatile, solutions-oriented professional who shifts easily between planning, driver support, and customer communication in a fast-paced environment.

Driver Support and Planning

• Dispatch drivers, sending pre-plan information, load plans, customer information, route suggestions, and fuel solutions in a timely manner so drivers are well informed and can trip-plan properly.

• Process inbound messages and answer driver questions through the in-cab messaging system.

• Maintain accurate and current Estimated Time of Arrival (ETA), Projected Time of Availability (PTA), and Requested Days Out (RDO) information according to each driver’s needs.

• Preplan drivers based on availability, Hours of Service (HOS), deadhead mileage, and transit times.

• Coordinate relays between drivers to support driver home time and HOS compliance while maintaining on-time delivery and improving overall driver utilization.

• Monitor driver HOS availability and support compliance with DOT and FMCSA requirements in all assignments.

Cross-Functional Coordination

• Perform the functions of a Load Planner, Driver Manager, and Customer Service Representative as the situation requires to support the success of the Minnesota Hub operation.

• Serve as the direct liaison between drivers, customers, and West Side Transport, clearly communicating expectations for each load.

• Communicate proactively with customers and management regarding load status, capacity, and service exceptions, and develop contingency plans when service is at risk.

• Support driver retention by recognizing signs of driver dissatisfaction, responding promptly to concerns, and escalating unresolved issues to management.

• Document driver communications, load changes, and open issues so that management and co-workers receive complete and accurate information.

• Cross-train with related departments and participate in company-wide training opportunities as business needs require.

• Maintain mutual respect and professionalism with co-workers and management to sustain a positive team environment.

• Perform additional duties and special projects as assigned.

Core Value Alignment

All employees are expected to demonstrate West Side Transport’s core values in their daily work:

• Safety First

• Respect & Appreciation

• Teamwork

• Accountability

• Continuous Improvement

• Giving Back to the Community

Qualifications

Required

• High school diploma or GED.

• One or more years of experience in transportation, dispatch, load planning, or customer service.

Preferred

• Two years of post-high school education, or equivalent military experience.

• Experience using a Transportation Management System (TMS), Add On Systems (AOS), and ICC/AS400.

• Experience with ISAAC Instruments or a similar ELD and messaging platform.

• Working knowledge of Hours of Service (HOS) regulations and DOT compliance requirements.

Knowledge, Skills & Abilities

• Ability to communicate clearly, effectively, and efficiently, both verbally and in writing.

• Excellent analytical and organizational skills, with the ability to manage competing priorities.

• Creative problem-solving skills and sound judgment under time pressure.

• Ability and desire to contribute equally within a team environment.

• Geographic awareness and the ability to interpret routing, mapping, and transit times.

• Working knowledge of DOT regulations and HOS requirements as they apply to planning and dispatch.

• High attention to detail with excellent documentation and recordkeeping skills.

• Ability to maintain confidentiality and handle sensitive information with professionalism.

• Proficiency with Microsoft Office and transportation management software.

• Flexibility to work evenings, weekends, and on-call schedules as business needs require.

Physical Requirements

• Prolonged periods of sitting at a workstation.

• Continuous use of telephone, computer, and in-cab messaging systems throughout the shift.

• Occasional walking throughout the office and terminal.

• Ability to lift up to 20 pounds as needed.

Disclaimer

The statements contained in this job description are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Management reserves the right to modify or assign additional responsibilities as business needs dictate.