Customer Operations Supervisor

Job Overview

The Customer Operations Supervisor is responsible for managing the daily operations for a dedicated customer account. Daily management includes providing leadership to the team that is responsible for scheduling and closing loads as well as the processing of carrier accessorial fees. The Supervisor will also support the team in the routing of loads to optimal coverage divisions or carrier partners, providing status updates to customers, and addressing customer and carrier opportunities.

Duties & Responsibilities

• Manages workload of Customer Operations Coordinators to ensure all customer loads are scheduled and track and trace functions are performed. Works in tandem with internal partners to innovate daily processes to ensure optimal execution of customer freight. Leads, or assists team in operational research including but not limited to late/early load research, service issues from carriers, and extended driver wait times at warehouses and production centers.

• Reviews reports on a daily and weekly cadence to ensure team members are meeting operational goals. Reports will include onetime scheduling and load closing, and accessorial processing.

• Manages daily escalation of customer issues by collaborating with both internal Red Classic departments and multiple customer departments, including but not limited to Product Supply Planning, Warehousing and Distribution.

• Leads and participates in process improvement initiatives cross-functionally to optimize high level customer processes resulting in cost savings for both the customer and Red Classic.

• Manages, leads, and motivates a team to deliver results by communicating company goals, safety practices, and deadlines; engaging and developing teammates through effective performance management, coaching and training; implementing continuous improvement methods while maintaining customer focus; and embodying company purpose and values to inspire servant leadership.

Knowledge, Skills, & Abilities

• Up to 12 months of customer service experience
• Up to 12 months of brokerage experience
• Must have excellent written and verbal skills
• Time management and organizational skills
• 1 to 3 years of leadership experience

Minimum Qualifications

• High school diploma or GED
• Knowledge acquired through up to 12 months of work experience

Preferred Qualifications

• Bachelor’s degree in Business Administration, Supply Chain or related field

Work Environment

Office Environment