Customer Operations Supervisor

GEODIS Career•Plano, TX

1d•Onsite

About The Position

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.

Requirements

Minimum 2 years related experience and/or training.
Experience with Drayage transportation.
PC proficiency to include strong Microsoft Office skills with Word, Outlook, Excel and PowerPoint.
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.

Nice To Haves

Advanced Excel skills is a plus.

Responsibilities

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 service requirements 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.