Customer Success Supervisor

echo; Greenfield (IN); On-site; USD 52,000 - 70,000; Full time

Job summary

Echo Global Logistics, through Roadtex Transportation, seeks a proactive supervisor to lead a team responsible for daily operations, compliance with policies, and timely processing of shipments.

You will monitor service levels, document issues, train new staff on SOPs, and propose process improvements to enhance operational efficiency.

Qualifications

• 3–5 years of prior supervisor experience or similar team leadership.
• College degree preferred or equivalent experience.
• Excellent verbal and written communication skills.
• Proven track record of driving a team to successful client service outcomes.
• Proficient in Microsoft Office and office productivity tools.
• Ability to work in a fast-paced, multi-tasking environment.

Responsibilities

• Lead the team, enforce department policies and procedures.
• Address and document performance or compliance issues with escalation as needed.
• Manage PTO and vacation policy adherence and coverage.
• Approve shipments and maintain master files for approval and tracing.
• Ensure accuracy of cost charges, quotes, and related IDs.
• Monitor daily master approval file for accuracy before billing.
• Track service levels and follow up on unresolved shipments; report daily to CSR Director.
• Train new team members on SOPs and operational efficiencies.
• Communicate new ideas to SOPs and processes to push business forward.

Skills

Team leadership

Communication

Multi-tasking

Fast-paced environment

Client service

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.

Responsibilities

• Will lead their team's performance, compliance to department and company policies and procedures.
• Address and document performance or compliance issues, escal...
• 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

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers .