Customer Success Supervisor
At a glance
Mid-level Customer Success role at Echo Global Logistics. Roadtex - Greenfield IN · full-time · $64,291–$93,479 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide your team’s results and policy compliance, documenting issues and involving senior leaders when support is needed
- Check shipment approvals, storage and expedited quotes, then verify the master file before billing
- Review service-level reports and follow up on delayed shipments, escalating team issues to the CSR Director
- Train new team members on operating procedures and efficient ways to support the work
- Suggest process and procedure changes that can improve how the team operates
What you bring
- You have three to five years supervising or otherwise leading a team
- You can point to results leading a team that serves clients successfully
- You’re proficient with Microsoft Office and communicate well in writing and conversation
- You can manage competing tasks in a fast-moving work setting
Who this fits
This mid-level role suits someone with team-lead experience who can balance staff oversight, shipment controls and client service. The position is hybrid in the United States.
From the employer
Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions.
Responsibilities
- Will lead their team’s performance, compliance to department and company policies and procedures.
- Address and document performance or compliance issues, escalate to upper management for support when necessary.
- Manage compliance to PTO and vacation polices, always ensuring coverage
- Approve all Drop or CPU shipments– CSR will add to master file for approval/tracking compliance.
- Will ensure all 3 Rs, storage approvals and expedited shipments are given dollar amounts and quote IDs.
- Will monitor daily the Master Approval File to ensure accuracy and compliance is correct before submitting to billing
- Monitor the Service level reports and send out follow-up emails on shipments that are not resolved promptly or direct their team to send on-hand and final on-hand and report out to the CSR Director any noncompliance or issues within their teams daily
- Will be responsible for training new members of the team to ensure all SOP’s and operational efficiencies are provided to the new employees to effectively support the business
- Actively communicate new ideas to SOP’s and other processes to enhance operational efficiencies to push the business forward.
Requirements
- 3-5 years of previous supervisor experience or similar experience in leading a team
- College degree preferred or similar experience
- Excellent communication skills (verbal/written)
- Proven track record in driving a team to successful outcomes in servicing clients
- Proficient in Microsoft Office
- Ability to and proven track record working in a fast pace and multi-tasking environment
Salary range: $64,291-$93,479 annually B.O.E
Benefits
For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.
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