Supv Customer Operations

Supervisor Customer Operations

Summary

A Customer Operations Supervisor is a working supervisor responsible for managing operational support to our customer-facing reps, including but not limited to customer updates, load building, POD retrieval, and appointment setting through the supervision and development of a team of Customer Operations Reps.

Job Duties

* See disclaimer 1 and 2 at the end of this Job Description.

Primary Duties

* Commit to effective execution and outstanding customer service and hold that accountability with your team. Ensure adherence to the department SOPs, customer operational requirements for the team's assigned accounts, and overall Best Practices.

* Resolve and troubleshoot any issues arising during the life cycle of a shipment.

* Ensure a broad understanding of all accounts within the Operations Team regardless of their individual Operations Rep assignment. Utilize reports to ensure the team is managing the servicerequirements for the assigned loads and rebalance the workload as needed.

* Look for opportunities and develop processes to increase efficiency.

* Serve as an escalation point for service issues and inter-department conflicts.

* Recognize operational weaknesses, develop solutions, and implement corrective actions.

* Host regular team meetings to discuss market conditions and share important company updates

* Meet weekly one-on-one with team members to monitor effectiveness in their roles and

developmental opportunities.

* Lead training and development for the department

* Interview and train prospective and new team members

* Back up teammates as necessary when out on PTO or don't have enough bandwidth.

* Complete team member performance appraisals, discipline, and goal-setting

Other Duties

* As required and assigned

Minimum Requirements

February 02, 2024 Page 2 of 2

Experience

* Minimum 2 years related experience and/or training.

* PC proficiency to include strong Microsoft Office skills with Word, Outlook, Excel and PowerPoint.

• Advanced Excel skills is a plus.

Essential Skills

* Excellent written and verbal communication skills and organizational skills

* Maintains discretion and sensitivity with confidential information

* A self-starter who can manage priorities and make trade-offs when needs change

* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Environment

While performing the duties of this job, the employee frequently is required to sit, reach with hands and arms, and talk. The employee is regularly required to use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 15 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions.

Disclaimer

1. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

2. Job Duties as documented in this job description are considered "Essential Functions" and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform "Essential Functions" of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the "Essential Functions".