SUMMARY:

 The Operations Supervisor ensures accurate input of required data and makes sure the International Specialists coordinate operations from receipt of shipping invoices to shipment of materials to destination and invoicing the customer. Ensures customer satisfaction and good relations with all parties involved in the coordination of the movement of each shipment. Analyzes existing procedures to ensure efficiency and accuracy. Maintains adequate communication with employees, managers, and international partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

•Perform data entry quality audits to confirm if team is complying with company expectations.

•Train as necessary to ensure compliancy. 

•Creates and maintains TMS work instructions (how to’s for data entry).

•Assist in “Org” maintenance clean up.

•Train and mentor all International Specialists to a high standard of customer service and to follow any area work instructions specific to their customer base or daily operational task (i.e. billing notes, rate maintenance, etc.).

•Answer all team Q&A, support escalation to the correct level of management. 

•First line of escalation point for customers and International Specialist internally. Use problem solving and customer service skills to resolve any issues or concerns to any shipment. Reaching out to appropriate management support for assistance if needed.

•Is knowledgeable in all aspects of the International Specialists essential duties and responsibilities.

•Is aware of all customer expectations and requirements. 

•Ensures the operations team is following/supporting any billing or solutions requested process requirements as outlined by each department. 

•Support the communication flow between operations, solutions and accounting. 

•Identifies and implements continual improvement initiatives to enhance the performance of the position, team, and company.

•Shadow and learn each International Specialist’s desk to support workload due to PTO usage with the support of the Export or Import Manager.

•Write yearly employee performance reviews for team. 

SUPERVISORY RESPONSIBILITIES:

 This position has supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

 Bachelor’s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

This position requires the ability to work with the computer for long period of time. There is also the need to file records which includes bending, stooping, reaching, and lifting boxes up to 30 pounds. General upkeep is required of the personal work space and department area. It is necessary to climb and descend stairs daily and evacuate the building quickly in case of emergency. Employees must be able to hear in order to perform their essential job functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.