Job Description
We are looking for a dedicated and dynamic Customer Service and Tracking Supervisor to join our team! In this role, you will be instrumental in ensuring our customers' supply chain operations run smoothly by managing their flow of raw materials, works-in-progress, and finished goods. You will also ensure that pickups and deliveries meet customer expectations.
As a Customer Service and Tracking Supervisor, you will lead and support a team responsible for tracking shipments, resolving any issues, and ensuring that customer expectations are met every step of the way.
Key Responsibilities
Lead the Tracking and Tracing Team to ensure shipments are tracked and deliveries and pickups are completed as expected.
Proactively escalate and address shipments that fall outside the standard tracking process.
Communicate effectively with Customer Service and Dispatch to resolve tracking discrepancies and ensure timely delivery.
Manage shipment data within the Transportation System Management database.
Resolve any shipment issues by troubleshooting with your team, ensuring quick and effective resolutions.
Respond to a high volume of emails and phone calls in a timely manner.
Work closely with the Operations Supply Chain Compliance Manager to identify opportunities for process improvements.
Handle customer inquiries via email and web portal, ensuring shipment details are accurately entered into the system.
Communicate vital, time-sensitive information clearly and efficiently.
Escalate and manage issues that arise during the transportation process, including delays.
Provide excellent customer service by maintaining professionalism in all interactions with customers and team members.
Adhere to internal quality standards and process procedures.
Represent the company positively to both internal and external customers.
Respond to carrier emails and web portal submissions, ensuring that systems are updated promptly.
Monitor temperature-controlled shipments and input relevant data.
Manage team schedules, including coverage for call-ins and PTO requests.
Train new team members and assist in developing training materials.
Collaborate with fellow supervisors to continuously improve team performance.
Key Skills and Knowledge
Strong verbal, written, and interpersonal communication skills.
Ability to effectively engage with individuals from diverse backgrounds and roles.
Exceptional customer service skills, with a focus on problem resolution.
Ability to read, interpret, and use instructions and forms accurately.
Proactive in identifying and addressing potential issues before they arise.
Strong attention to detail and accuracy in all tasks.
Self-motivated and able to work independently with minimal supervision.
Excellent organizational and time management skills, with the ability to prioritize tasks effectively.
Strong negotiation and influencing skills.
Proficient in basic computer skills, including email and data entry.
A solid foundation in basic mathematics.
Education and Experience
High school diploma or GED required.
Experience in the transportation or logistics industry is preferred.
Previous experience in a supervisory or team lead role is a plus.
Physical Demands and Work Environment
This position is remote, with the majority of the work done via computer and telephone.
Training will take place at our headquarters, with quarterly in-person meetings.
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year
Job Tags
Full time,