Freight Forwarding Operations Supervisor

Syncreon•Chicago, IL

32d

About The Position

Responsible for providing high level of support and supervision to export department by managing the daily activities of the export team. Supervises the administration processes required to import and export merchandise and materials in compliance with federal, state, local, or local country specific- regulations. Reviews all required documentation and supporting calculations of duties, tariffs, price conversions, weight and or volume of products. Verifies all payment transactions are completed according to requirements. Ensures that all documentation is up to date and recorded in tracking systems. resolves issues and expedites solutions with clients, customs officials, andshippers. Contributes to development of processes and procedures. Supervise operations staff and keep employees compliant with company policies and procedures Manage, develop and train staff, establish and monitor goals, and conduct performance reviews About the Role How you will contribute Owning, logging & ensuring all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA's. Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams and tracked through to resolution. Compiling, reviewing and actioning reporting suites for our key account customer and syncreon business per KPI requirements. Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented and submitted to the customer. Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise. Carrier performance reporting against agreed KPI's and actioning trends for root cause & corrective actions. Participating in weekly carrier & customer task meetings along with monthly reviews & QBR's. Self-billing including compiling and managing all billing activities for all carrier and customer transactions. Providing daily/weekly/monthly reporting suite from the syncreon TMS system per required customer & carrier customised reporting requirements. Participating in syncreon control tower / customer projects. Being the voice of the customer.

Requirements

Fluency in oral & written English is essential.
2 years' work experience in a high tech customer services and logistics' environment.
Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
Responsiveness in dealing with Customer requests.
Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
Excellent interpersonal skills.
Ability to work as part of a team and assist other team members during peak volume periods
Experience in carrier network management.

Responsibilities

Managing daily activities of the export team
Supervising administration processes for import and export compliance
Reviewing documentation and calculations for duties, tariffs, and product information
Verifying payment transactions
Ensuring documentation is up to date and recorded
Resolving issues with clients, customs officials, and shippers
Contributing to process and procedure development
Supervising operations staff and ensuring policy compliance
Managing, developing, and training staff
Establishing and monitoring goals
Conducting performance reviews
Owning, logging & ensuring all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA's.
Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams and tracked through to resolution.
Compiling, reviewing and actioning reporting suites for our key account customer and syncreon business per KPI requirements.
Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented and submitted to the customer.
Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise.
Carrier performance reporting against agreed KPI's and actioning trends for root cause & corrective actions.
Participating in weekly carrier & customer task meetings along with monthly reviews & QBR's.
Self-billing including compiling and managing all billing activities for all carrier and customer transactions.
Providing daily/weekly/monthly reporting suite from the syncreon TMS system per required customer & carrier customised reporting requirements.
Participating in syncreon control tower / customer projects.
Being the voice of the customer.