MGR, DRIVER SUPPORT I - Van Buren

PURPOSE. This position is responsible for providing extended operational coverage for assigned fleets, drivers, and active freight during weekend and off-hours operations. The Extended Coverage Driver Support role ensures safe, efficient, and service-focused execution by supporting drivers, tracking active freight, monitoring service performance, resolving operational exceptions, and coordinating with internal departments to protect customer service commitments and operational continuity.

PRINCIPAL ACCOUNTABILITIES.

• Manage assigned fleets and provide extended weekend operational coverage to support safe, efficient, and service-focused freight execution.
• Monitor and validate load plans by reviewing hours of service, transit requirements, appointment schedules, driver availability, customer requirements, and potential service risks.
• Track and trace active freight utilizing TMW, CRT, macro activity, trailer tracking systems, and driver communication tools to ensure accurate updates and proactive issue resolution.
• Monitor pickups and deliveries for service failures and proactively communicate risks, delays, or exceptions to the appropriate internal departments and customers when necessary.
• Coordinate with Planning, Customer Service, Safety, Maintenance, Asset Control, and other operational departments to resolve load assignment conflicts, service interruptions, and execution-related issues.
• Manage driver support requests including fuel solutions, hotel accommodations, Lyft requests, advances, permits, and other urgent operational needs during extended coverage hours.
• Review, update, and maintain operational systems and pass down notes, to ensure accurate visibility and continuity between shifts.
• Utilize tracking tools to locate equipment, maintain accurate movement history, validate status of equipment and resolve and escalate tracking discrepancies as needed.
• Retrieve documentation as requested or according to customer requirements and SOPs.
• Process lumper requests by verifying payment amounts, approvals, customer requirements, and updating operational systems accordingly.
• Support fuel management functions by reviewing assigned fuel plans, ensuring compliance with fuel network expectations, resolving fuel card issues, and adjusting fuel stops as operationally required.
• Identify, communicate, and escalate safety-related concerns including weather delays, breakdowns, hours of service issues, accidents, and other service-impacting situations in accordance with company policy and FMCSA regulations.
• Assist drivers with locating and retrieving permits, required documents, load information and other operational instructions while escalating unresolved issues to the appropriate departments.
• Provide limited off-hours support for driver payroll and HR-related questions and escalate unresolved or complex issues appropriately.
• Support special projects, customer initiatives, pilot programs, and temporary operational processes by applying program-specific procedures and execution requirements when applicable.
• Support multiple fleet operations including regional, local, team, trainer/student, and expedited fleet coverage while adapting to varying service requirements and transit expectations.
• Utilize operational reports, tracking tools, and performance metrics to maintain operational effectiveness, service visibility, and execution accuracy.
• Maintain professional communication with drivers, customers, facilities, and internal departments while managing high-volume email and communication activity in a fast-paced operational environment.
• Meet operational deadlines and deliver exceptional service through proactive communication, sound decision-making, urgency, and strong attention to detail.