Description:
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. QUALIFICATIONS AND EDUCATION REQUIREMENTS.
- High school diploma or equivalent required.
- Excellent written, verbal, and interpersonal communication skills. PREFERRED SKILLS.
- General knowledge of DOT regulations
- Experience in a management role
- Proficient at Microsoft Excel and Word
- Analytical skills and attention to detail
- Ability to work in a team environment to continuously improve results
- Ability to coach drivers on key areas of needed improvement
- Ability to promote a culture of trust and safety
Working conditions:
This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required to:
- Remain in a stationary position for extended periods of time.
- Frequently operate a computer for extended periods of time and regularly operate other office productivity machines.
- Occasionally ascend/descend stairs and move up to 20 pounds of office objects.
- Frequently communicate with peers, supervisors, third parties, and other employees to exchange accurate information and answer questions.
- Occasionally attend meetings in buildings outside corporate office and at off-site locations with various internal conditions, and requiring travel in various external conditions.
- Travel domestically as necessary.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
USA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment, and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment. This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time.
Requirements:
This position follows a front-half/back-half schedule. Team members are assigned to either Sunday through Wednesday or Wednesday through Saturday and must be available to work from 5:00 a.m. to 4:00 p.m. on all scheduled workdays. The schedule includes weekends and any holidays that fall within the team member's assigned workweek. Team members scheduled to work on a holiday will receive a compensatory day off.
