Customer Service Supervisor

Imc Companies Llc; Collierville (TN); On-site; USD 60,000 - 75,000; Full time

Job summary

Imc Companies Llc in Collierville, TN seeks a Customer Service Supervisor focused on transload to lead a team, manage orders, and uphold high levels of service for internal and external customers.

The role drives efficiencies in transload, coordinates with billing and finance, and ensures SOPs and KPIs are met, including weekend rotation. Requires supervisory experience in transportation, strong leadership, and excellent communication.

Qualifications

• Supervisory experience in transportation or fleet operations.
• Advanced knowledge related to transloading.
• Bachelor’s degree or equivalent in business or related field.
• Strong leadership and communication skills.
• Ability to multitask in a fast-paced environment.
• Great attention to detail.

Responsibilities

• Lead and guide the team to improve transload efficiency.
• Communicate status of customer problems and implement solutions.
• Respond to customer inquiries and monitor communication channels.
• Update ETAs, ATAs, schedules, and arrival confirmations promptly.
• Ensure accurate information in SixWheel for deliveries and pickups.
• Train staff on SixWheel basics and customer communication.
• Address performance gaps and drive improvements.
• Validate employee work times in ADP and other systems.
• Ensure SOPs and metrics are implemented and followed.
• Provide high-quality customer service aligned with SLAs.
• Oversee billing-related processes to ensure timely invoicing (within 7 days).
• Participate in rotating weekend schedule per business needs.
• Uphold ethical standards in all business activities.

Skills

Supervisory experience

Transloading knowledge

Leadership abilities

Communication skills

Organization skills

Education

Bachelor's degree or equivalent

Tools

SixWheel

ADP

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Supervisor

D64 - KN Collierville, TN, US

Schedule:

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