Customer Success Supervisor

Roadtex; Franklin Township (NJ); On-site; USD 64,000 - 93,000; Full time

Job summary

Roadtex Transportation is seeking a capable supervisor to lead a team in our New Jersey operations. You will ensure policy and procedure compliance, address performance issues, and provide training to new staff to support efficient service for our customers.

The role emphasizes strong communication, multitasking in a fast-paced environment, and the ability to manage daily workflows, reporting, and escalation to leadership as needed.

Qualifications

• 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

Responsibilities

• Lead their team's performance, compliance to department and company policies and procedures
• Address and document performance or compliance issues, elevate 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.

Skills

Communication skills

Leadership

Multitasking

Verbal and written communication

Education

College degree preferred

Tools

Microsoft Office

Job description

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, elevate 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.