ES3 Partner Services Supervisor

C&S Wholesale Grocers•Keene, NH

68d

About The Position

The Partner Services Supervisor leads and develops the Transportation and Customer Service teams across in-office and remote environments. This role is accountable for operational performance, customer satisfaction, freight margin results, and cross-functional coordination, ensuring efficient service execution and continuous improvement while maintaining profitability.

Requirements

Proven experience in transportation, logistics, or supply chain management with supervisory responsibility.
Strong knowledge of carrier operations, freight negotiation, and cost control strategies.
Proficiency in Microsoft Office Suite and CRM systems.
Strong analytical skills with the ability to interpret performance data and financial metrics.
Excellent communication, negotiation, conflict resolution, and coaching skills.
Ability to balance service excellence with profitability in a fast-paced environment.
Demonstrated ability to lead cross-functional teams and manage escalations effectively.
2-5 Years: Related experience in Transportation, Customer Service, and Supply Chain.
Bachelor's Degree - Business Administration/Management

Nice To Haves

Experience leading customer service or account management teams preferred.

Responsibilities

Supervise, coach, and develop Transportation and Customer Service associates by setting clear performance expectations and holding team members accountable to KPIs and service standards.
Conduct hiring, onboarding, training, and ongoing development for both teams.
Complete mid-year and annual performance evaluations, providing constructive feedback and development plans.
Lead weekly team meetings and biweekly one-on-one sessions focused on performance, goals, and engagement.
Foster a culture of accountability, collaboration, and continuous improvement across both functions.
Monitor morale and implement initiatives to strengthen engagement and retention.
Ensure consistent adherence to Standard Operating Procedures (SOPs) across both departments.
Drive on-time delivery (OTD) performance while protecting freight margin and controlling transportation costs.
Monitor carrier performance, lane profitability, and service trends; implement corrective action plans as needed.
Cultivate and maintain strong relationships with asset carriers and brokers.
Negotiate freight rates, new tariffs, and cost optimization strategies with carriers and partners.
Hold carriers accountable for service failures through root cause analysis and corrective action plans.
Lead annual freight margin reviews and tariff negotiations with key customers.
Monitor and improve customer service KPIs, including response time, resolution time, case quality, and escalation trends.
Serve as the primary escalation point for complex customer complaints involving vendors, retailers, and internal departments.
Ensure consistent, professional communication standards across all written and verbal interactions.
Conduct quality audits and coaching sessions to maintain high customer satisfaction and service consistency.
Identify recurring service issues and implement cross-functional process improvements to reduce future disruptions.
Align Transportation and Customer Service teams to ensure seamless communication regarding delivery updates, exceptions, and recovery plans.
Collaborate with Customer Experience Leadership, Finance, IT, and external partners to resolve operational and service challenges.
Present transportation and service performance metrics during monthly and quarterly business reviews.
Lead significant event coordination (seasonal spikes, holidays, and promotions, weather events) to ensure capacity, communication, and service continuity.
Review weekly OTD, margin, and service performance reports to identify trends, risks, and improvement opportunities.
Ensure shipment margins meet expectations; address discrepancies proactively.
Review and resolve carrier loads not closed and/or invoiced by partnering with carriers, finance, and internal teams.
Utilize CRM and transportation data to drive strategic decisions and operational efficiencies.
Lead process improvement initiatives and coordinate system enhancements with IT when necessary.