Operations Manager

Operations Manager – Truckload Brokerage The Custom Companies, Inc. Department: Truckload Brokerage Employment Type: Full-Time Position Overview For over 40 years, The Custom Companies, Inc. has provided full-service transportation and logistics solutions across North America. Our capabilities include Less Than Truckload (LTL), Full and Partial Truckload, Expedited Services, Specialized Transportation, and Warehousing. We are seeking an experienced Operations Manager – Truckload Brokerage to support and lead the day-to-day operational execution of our growing Full and Partial Truckload Brokerage division. This position will serve as a key link between our customers, Account Management team, Carrier Sales team, and leadership. The ideal candidate is highly organized, service-driven, and comfortable operating in a fast-paced transportation environment where communication, urgency, accountability, and problem solving are critical. The Account Manager / Operations Lead will oversee daily freight activity, ensure shipments are executed according to customer expectations, proactively manage service issues, and help provide direction and support to the Account Management team. Duties & Responsibilities Oversee the daily operational execution of assigned full and partial truckload brokerage accounts and freight. Monitor the active load board throughout the day to ensure loads are progressing according to customer requirements and internal expectations. Maintain visibility to all open shipments, including uncovered loads, upcoming pickups, in-transit shipments, appointments, and deliveries. Identify loads requiring immediate attention and proactively coordinate with Carrier Sales to ensure capacity is secured. Serve as a primary point of contact and advocate for customers, providing timely and professional communication regarding shipment status, exceptions, and service needs. Ensure pickup and delivery appointments, shipment requirements, accessorial information, and special customer instructions are properly communicated and documented. Proactively identify potential service failures and work with internal teams to develop solutions before they impact the customer. Manage shipment exceptions including late pickups, late deliveries, rejected loads, missed appointments, carrier issues, and other operational challenges. Maintain accurate shipment notes, status updates, and documentation within the Transportation Management System. Coordinate closely with Carrier Sales representatives to ensure operational priorities, customer expectations, and carrier requirements are clearly communicated. Provide clear direction regarding which loads require coverage and establish priorities based on pickup dates, customer requirements, service sensitivity, and operational urgency. Monitor tracking and visibility compliance and ensure customers receive accurate, timely shipment updates. Review customer emails, load tenders, and operational requests to ensure timely response and execution. Assist with quoting, order entry, scheduling, routing, tracking, and other day-to-day account management responsibilities as needed. Develop a strong understanding of individual customer requirements, routing guides, SOPs, pricing expectations, and service standards. Build and maintain strong relationships with customers, internal teams, carriers, and other transportation partners. Support the onboarding and implementation of new customers and freight opportunities. Identify operational trends and recurring service issues and recommend process improvements to leadership. Work cross-functionally with Sales, Carrier Sales, Accounting, Claims, and other departments to ensure a seamless customer experience. Leadership Responsibilities Provide daily guidance and operational support to Account Managers within the Full and Partial Truckload Brokerage division. Help establish clear ownership and accountability across the Account Management team. Ensure Account Managers are actively monitoring their assigned freight and communicating issues before they become service failures. Assist with workload distribution and account coverage during vacations, absences, and periods of increased volume. Train and mentor new and existing Account Managers on operational processes, customer expectations, systems, and best practices. Reinforce established SOPs and ensure processes are being consistently followed. Conduct regular reviews of active freight to identify service risks and operational priorities. Partner with Truckload leadership to improve workflows, communication, productivity, and overall operational performance. Help create a culture centered around urgency, accountability, communication, teamwork, and exceptional customer service. Performance Expectations Success in this position will be measured through a combination of customer service, operational execution, team performance, and overall account health. Key areas of focus include: On-time pickup and delivery performance Customer communication and response time Load coverage and operational execution Shipment tracking and visibility compliance Reduction of preventable service failures Accurate and timely shipment documentation Customer satisfaction and account retention Operational efficiency and process adherence Team accountability and productivity Effective collaboration between Account Management and Carrier Sales Qualifications 3+ years of experience in Full or Partial Truckload Brokerage, Transportation, Logistics, Account Management, or Operations preferred. Previous experience managing high-volume or complex transportation accounts strongly preferred. Prior leadership, team lead, or supervisory experience preferred. Strong understanding of full and partial truckload transportation, brokerage operations, carrier capacity, and shipment lifecycle management. Ability to operate effectively in a fast-paced, time-sensitive environment. Strong organizational skills with the ability to manage multiple shipments, customers, and priorities simultaneously. Excellent written and verbal communication skills. Strong problem-solving skills and the ability to remain professional under pressure. Ability to identify operational issues and take ownership through resolution. Strong customer-service mindset with a sense of urgency and accountability. Ability to build productive relationships with customers, carriers, and internal departments. Experience working within a Transportation Management System (TMS) preferred. Proficiency with Microsoft Outlook, Excel, Word, and other Windows-based applications. High School Diploma or GED required; Associate's or Bachelor's Degree preferred What We Offer Comprehensive Benefits Package: Including health, vision, and dental coverage to keep you and your family covered. 401(k) with Immediate Vesting & Company Match - Start building your future from day one. Generous Time Off: Enjoy PTO, holidays, and an extra day off for your birthday - because your special day matters. Diversity & Inclusion At The Custom Companies, Inc., diversity, equity, and inclusion are at the core of who we are. As a 100% Veteran-owned and Equal Opportunity Employer, we are proud to foster an environment where everyone feels valued, respected, and empowered to succeed. We believe that diverse backgrounds and perspectives drive innovation and excellence, and we welcome talented individuals from all walks of life to join our team. #J-18808-Ljbffr The Custom Companies, Inc.