What's Happening?
Penske Logistics is actively recruiting a Transportation Support Services Manager for its Reading, Pennsylvania location. This role is critical for overseeing the day-to-day operations, financial management, and personnel leadership of the company's 24/7,
365-day contact center. The center supports Penske customers and operations with a workforce of up to 100 associates and 20 supervisors and leads. The manager will be responsible for workforce management, hiring, onboarding, training, quality assurance, associate development, performance management, and operational execution. The position requires ensuring exceptional customer service, achieving key performance metrics, maintaining operational efficiency, and aligning with Penske's business objectives. The manager will also act as a liaison between internal customers, department leadership, and support partners, while driving continuous improvement initiatives and fostering a culture of accountability and engagement. The standard work schedule is Monday through Friday, 12 PM to 9 PM, with flexibility required due to the 24/7 nature of the operation.
Why It's Important?
This hiring initiative by Penske Logistics underscores the ongoing demand for robust supply chain and logistics management in the U.S. economy. The establishment and maintenance of a 24/7 support center highlight the critical need for continuous operational oversight and customer service in the transportation sector. Effective management of such a center directly impacts the efficiency and reliability of supply chains, which are vital for businesses across various industries. A well-managed support service ensures timely resolution of issues, minimizes disruptions, and enhances customer satisfaction, all of which contribute to the seamless flow of goods and services. The role's emphasis on workforce development and operational excellence reflects the industry's focus on skilled labor and optimized processes to meet complex logistical challenges. This position is crucial for Penske Logistics to maintain its competitive edge and deliver on its promise of state-of-the-art transportation and warehousing solutions, ultimately supporting the broader economic infrastructure that relies on efficient logistics.
What's Next?
The recruitment process for the Transportation Support Services Manager will involve identifying candidates with a minimum of five years of progressive responsibility in a call center, logistics, transportation, production, manufacturing, or similar environment. The selected individual will be tasked with immediately taking charge of the 24/7 contact center operations, focusing on enhancing service delivery, associate effectiveness, and productivity. This will include managing daily workflow, staffing levels, and customer response metrics. The new manager will also be expected to build and maintain relationships with customers and operational partners, serve as an escalation point for complex issues, and implement process improvements. Long-term, the role will involve driving employee engagement, retention, and leadership development initiatives within the contact center, ensuring alignment with Penske's overall business objectives and fostering a culture of continuous improvement and operational excellence.
Beyond the Headlines
The continuous operation of a 24/7 transportation support center, as managed by this role, reflects a broader trend in the logistics industry towards 'always-on' service models. This shift is driven by the increasing complexity of global supply chains, the demand for real-time information, and the expectation of immediate problem resolution from customers. The reliance on a large contact center workforce also highlights the human element within highly automated logistics systems, emphasizing the need for skilled personnel to manage exceptions, customer interactions, and unforeseen challenges. This role's focus on leadership development and fostering a positive work culture points to the recognition that human capital is a critical asset in maintaining operational resilience and delivering high-quality service in a demanding environment. The success of such a center is not just about technology and processes, but also about the effective management and empowerment of its people.
