Customer Service Supervisor
About The Position
The Customer Service Supervisor focuses on transload functions, guides a team in entering customer orders, and directs employees to achieve established goals and metrics. The role maintains a high level of service for internal and external customers while supporting efficient transload operations. It oversees shipment financial information, including vendor cost validation and complete billing documentation, and collaborates with Billing and Finance to resolve discrepancies and remove barriers to invoicing. Team performance should support the company KPI of billing shipments within seven days of delivery. The position is based in Collierville, Tennessee, with a schedule of 8 a.m. to 5 p.m. and rotating workdays, including a rotating weekend schedule.
Requirements
- Prior supervisory experience in transportation, maintenance, fleet operations, or a related field.
- Advanced knowledge related to transloading.
- Strong leadership capabilities.
- Solid verbal, written, and collaborative communication skills.
- Effective organization, time-management, and problem-solving skills.
- Demonstrated ability to thrive in a fast-paced environment.
- Great attention to detail.
- Ability to multitask and perform daily tasks without supervision.
- Proficiency with Microsoft Office Suite or related software.
- Basic data-entry skills.
- Comfort questioning the status quo and thinking outside the box.
Nice To Haves
- Bachelor’s degree or equivalent years of experience in business or a related field.
Responsibilities
- Execute established efficiencies and guide others in applying them to increase capacity and support the transload function.
- Clearly communicate the status of customer problems and work with appropriate employees to identify and implement solutions promptly.
- Respond quickly to customer inquiries, provide seamless support, and monitor necessary communication channels.
- Update ETAs, ATAs, schedules, arrival confirmations, and empty-return confirmations in a timely manner as directed by the manager.
- Ensure accurate information is entered in company software, including SixWheel, to support delivery and pickup execution.
- Train employees on basic SixWheel functions and basic customer communication.
- Address employee performance gaps appropriately.
- Validate employee work times in the designated system, such as ADP.
- Ensure standard operating procedures and metrics are implemented and followed.
- Deliver customer service at the level required by vendor Service Level Agreements.
- Oversee the accuracy and timeliness of shipment financial information, including validating vendor costs and submitting complete billing support documentation.
- Collaborate with Billing and Finance teams to resolve discrepancies and remove invoicing barriers.
- Ensure team performance supports the KPI of billing shipments within seven days of delivery.
- Work a rotating weekend schedule: either Saturday with Monday off or Sunday with Tuesday off, according to business needs and rotation schedules.
- Conduct business ethically and uphold IMC core values through behavior, practices, and standards.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
