Customer Success Supervisor

Echo Global Logistics; New Jersey; On-site; USD 65,000 - 90,000; Full time

Job summary

Roadtex Transportation, now part of Echo Global Logistics, is seeking an experienced supervisor to lead a team and ensure adherence to department and company policies. The role focuses on improving performance, compliance, and client service.

You will document issues, manage PTO coverage, approve shipments, and monitor master approvals and service levels, reporting daily to the CSR Director. Training new staff on SOPs and driving operational improvements completes the core responsibilities.

Qualifications

• 3–5 years of supervisory or team-leading experience.
• College degree preferred or equivalent experience.
• Excellent communication skills (verbal and written).
• Proven track record of driving teams to service clients successfully.
• Proficient in Microsoft Office.
• Ability to work in a fast-paced, multi-tasking environment.

Responsibilities

• Lead the team’s performance and ensure policy compliance.
• Address and document performance or compliance issues and elevate as needed.
• Manage PTO and vacation coverage to ensure continuous operations.
• Approve all Drop or CPU shipments with proper documentation.
• Ensure all 3 Rs, storage approvals and expedited shipments have dollar amounts and quotes.
• Monitor Master Approval File for accuracy and compliance before billing.
• Review service level reports and drive timely resolutions; inform CSR Director of issues daily.
• Train new team members on SOPs and operational efficiency.
• Suggest improvements to SOPs and processes to push the business forward.

Skills

Team leadership

Communication

MS Office

Multitasking

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, 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

Benefits

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