Customer Success Supervisor

Echo Global Logistics, Inc; Greenfield (IN); On-site; USD 40,000 - 75,000; Full time

Job summary

Roadtex Transportation currently seeks a skilled supervisor to lead a fast-paced team in our nationwide LTL operations. You will ensure policy compliance, document issues, and escalate when needed, while approving shipments and maintaining accurate records. You will train new staff on SOPs and drive continuous improvement within the operation.

The role requires 3–5 years of supervisory experience, strong communication, and proficiency with Microsoft Office in a performance-driven environment.

Qualifications

• 3-5 years of previous supervisor experience or similar team leadership.
• Excellent communication skills (verbal/written).
• Proven track record in driving a team to successful outcomes servicing clients.

Responsibilities

• Lead team performance and ensure compliance with department and company policies and procedures.
• Address and document performance or compliance issues, escalate to upper management when necessary.
• Approve all Drop or CPU shipments and maintain master file for approval/tracking compliance.
• Monitor daily the Master Approval File to ensure accuracy and compliance before submitting to billing.
• Monitor Service level reports and follow up on shipments not resolved promptly, or direct team to report to CSR Director any noncompliance.
• Train new team members on SOPs and operational efficiencies to support the business.
• Actively communicate new ideas to SOPs to enhance operational efficiencies and push the business forward.

Skills

Supervisory experience

Communication skills

Multi-tasking

Education

College degree

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.ResponsibilitiesWill 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 coverageApprove 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 billingMonitor 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 dailyWill 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 businessActively communicate new ideas to SOP’s and other processes to enhance operational efficiencies to push the business forward.Requirements3-5 years of previous supervisor experience or similar experience in leading a teamCollege degree preferred or similar experienceExcellent communication skills (verbal/written)Proven track record in driving a team to successful outcomes in servicing clientsProficient in Microsoft OfficeAbility to and proven track record working in a fast pace and multi-tasking environmentBenefitsFor more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers .