Carrier Support Manager

Carrier Support Manager

JOB FAMILY SUMMARY: Capacity operations professionals plan, coordinate, and optimize how CRST uses its equipment, drivers, and resources. They align capacity with customer demand to ensure on-time delivery and maximize profitability.

JOB SUMMARY: The Carrier Support Manager provides real-time shipment support during extended coverage windows to maintain continuity of service, proactive communication, and timely issue resolution. This role interacts with customers and carriers within CRST's network to support daily execution while ensuring seamless handoffs to internal teams.

LOCATION: Onsite in Cedar Rapids, Iowa

SCHEDULE: Monday-Friday (2:00-11:00 PM)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Real-Time Coverage: Provide operational support during extended coverage windows to ensure continuity of service for active shipments
• Tracking and Tracing: Monitor freight movement, identify potential delays, and communicate shipment status updates to internal teams and customers as needed
• Routing Support: Assist with routing, dispatch coordination, and resolving day-to-day shipment needs within established account parameters
• Customer Interaction: Support customer communication to maintain visibility and address time-sensitive needs without owning customer relationships
• Appointment Coordination: Schedule, update, or adjust pickup and delivery appointments in response to changes in shipment status
• Issue Escalation: Identify service risks and escalate urgent matters through proper channels to ensure follow-through by daytime teams
• Performance Monitoring: Monitor on-time performance and take appropriate action to maintain service standards
• Cross-Functional Coordination: Work closely with planning, operations, and account teams to maintain alignment on load status, exceptions, and next steps
• System and Portal Management: Utilize CRST systems and customer portals to update shipment details and maintain accurate records
• Shift Continuity: Document open items, service risks, and pending actions to ensure seamless transition to incoming team members
• Accountability and Reliability: Maintain regular and reliable attendance while performing other duties as assigned to support team and business needs

REQUIREMENTS:

• Education: High school diploma or equivalent
• Physical Requirements: Work is performed in an office environment. Activities include sitting, standing, walking, lifting up to 20 pounds, using standard office equipment, and communicating with colleagues or customers. Reasonable accommodations may be provided.
• Industry Experience: Experience in transportation, logistics, or freight operations
• Communication Skills: Ability to provide clear, timely updates across internal and external partners
• Problem Solving: Ability to analyze information, resolve issues, and take appropriate action in time-sensitive situations
• Systems Knowledge: Proficiency in customer portals and transportation management systems

PREFERRED QUALIFICATIONS:

• Education: A two-year degree or applicable work experience with demonstrated success
• Freight Experience: Experience supporting live freight, routing, or service coordination
• Attention to Detail: Ability to work consistently and accurately in fast-paced environments
• Collaboration: Ability to build relationships and maintain positive communication across teams

CRST CORE VALUE: Safety at the Core of All We Do – Integrity in Every Decision and Action – Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities

EEO STATEMENT: CRST The Transportation Solution, Inc. is an equal opportunity employer. We consider all qualified applicants for employment without regard to age, color, creed, disability, genetic information, military or veteran status, national origin, race, religion, sex, or any other status protected by applicable federal, state or local laws.