Job Description
As a Customer Service and Tracking Supervisor, you'll play an essential role in ensuring our customers receive exceptional service and support throughout their supply chain journey. You will be responsible for managing the flow of raw materials, works-in-progress, and finished goods, while ensuring timely and accurate pickups and deliveries.
In this role, you will lead a team responsible for tracking and tracing all shipments, meeting customer expectations, resolving issues, and maintaining a seamless process from start to finish.
Key Responsibilities:
Escalate and address shipments that fall outside the standard tracking process in real time.
Collaborate with the Customer Service and Dispatch teams to address any issues with shipments being tracked.
Ensure shipments meet customer expectations for pickups and deliveries in accordance with their requirements.
Manage and update shipment information in the Transportation System Management database.
Troubleshoot and resolve shipment issues with your team.
Respond promptly to high volumes of emails and voice mails.
Partner with the Operations Supply Chain Compliance Manager to identify and implement process improvements.
Handle customer emails and web portal entries regarding shipments, ensuring all relevant data is entered into the system.
Communicate critical time-sensitive information efficiently.
Address and escalate transportation-related issues, including delays, to ensure resolutions.
Provide professional, service-oriented interactions with both internal and external customers.
Follow company quality and process procedures in all internal activities.
Maintain a positive and professional image when interacting with customers.
Process carrier emails and web portal entries, ensuring timely updates to systems.
Track temperature-controlled load data as required.
Provide support during team members' time off and cover PTO requests.
Onboard and train new team members, creating training materials as needed.
Skills and Qualifications:
Excellent verbal, written, and interpersonal communication skills.
Ability to connect with individuals of diverse backgrounds and roles.
Strong customer service orientation.
Ability to interpret and use forms and visual instructions to perform tasks.
Proactive in identifying and addressing potential issues with shipments or processes.
Detail-oriented with a focus on accuracy.
Self-motivated and able to work with minimal supervision.
Strong organizational and time management skills with the ability to prioritize tasks.
Ability to negotiate and influence others effectively.
Proficiency in basic computer skills, including email and data entry.
Basic mathematics skills.
Education and Experience:
High School Diploma or GED required.
Previous experience in the transportation/logistics industry.
Experience in a team lead or supervisory role.
Physical Demands and Work Environment:
Most of the time will be spent sitting and working on computers or phones.
This is a remote position, with training conducted at headquarters and quarterly meetings.
Employment Type: Full-Time
Salary: $ 95,000.00 Per Year
Job Tags
Full time,