Customer Service Supervisor

Customer Service Supervisor

Schedule: 8am - 5pm; rotating work days

Location: Collierville, TN

Position Overview: The Customer Service Supervisor focusing on the transload functions guides a team in entering all customer orders and directs employees to accomplish established goals and metrics. This position also maintains a high level of customer service for both internal and external customers.

Essential Job Functions:

• Execute and guide others in the established efficiencies to increase capacity and support the transload function
• Communicate status of customer problems clearly, and work with the appropriate employee to quickly identify and implement solutions
• Answer customer inquiries quickly, ensure seamless customer support and monitor all necessary communication channels
• Update important dates and times to include, ETA, ATA, schedules and confirmations of arrivals and empty return in a timely manner as defined by manager
• Ensure accurate information is in company-related software (SixWheel) to properly execute the delivery and pickup
• Train on the basic functions of SixWheel and basic customer communication
• Address performance gaps properly
• Validate employee work times in designated system (ADP, etc.)
• Ensure SOPs and metrics are implemented and executed
• Deliver the highest quality of customer service as expected in our vendor Service Level Agreements
• Financial & Billing Process Leadership: Responsible for overseeing the accuracy and timeliness of shipment financial information, including vendor cost validation and submission of complete billing support documentation. Collaborates with Billing and Finance teams to resolve discrepancies, remove barriers to invoicing, and ensure team performance supports the company KPI of billing shipments within 7 days of delivery.
• This position requires participation in a rotating weekend work schedule. Employees will be assigned either a Saturday workday with Monday off or a Sunday workday with Tuesday off, according to business needs and rotation schedules.
• Conduct all business in a highly ethical manner, exhibiting behavior, practices, and standards that uphold IMC core values

Perform other duties as assigned

Job Requirements:

• Prior supervisory experience in transportation, maintenance, fleet operations, or related field
• Advanced knowledge related to transloading
• Bachelor's degree or equivalent years of experience in business or related field preferred
• 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

Other Skills/Abilities:

• Proficient with Microsoft Office Suite or related software
• Basic data entry skills
• Out of the box thinking. Comfortable to Question Status Quo