Ocean Export Supervisor

2 weeks ago

carson, United States hXpath Full time

The Ocean Export Supervisor will supervise the product team for his/her assigned area of responsibility. He / She will be responsible for that team’s product compliance, quality outcomes to internal and external stakeholders, volume and revenue growth, yield, operating efficiency, with a specific focus on customer service and client satisfaction.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversees all direct shipment-level communication between the company and customers, carriers, and vendors (i.e. delays, shipping instructions, status inquiries, billing discrepancies.)

• Acts as senior product subject matter expert when communicating with internal and external parties.

• Ensures all client requests are within established scope of services and that all services conducted are invoiced to the customer.

• Manages and addresses all escalations in regards to file profitability - audit and identify files with loss or low margin and work with their team members to determine root cause and implement corrective action.

• Actively pursues feedback from their team members and customers to identify opportunities to increase service levels, productivity, profitability, and quality.

• Provides products and management with objective feedback regarding vendor performance levels, escalates issues in a timely manner to ensure best level of service.

• Monitors, assigns, and ensures the resolution of any accounts payable issues within area of responsibility.

• Identifies market conditions that could impact customers and proactively develops solutions to avoid service issues.

• Maintains service relations with carriers, vendors, customers, and other offices.

• Responsible to measure, analyze, and improve external or internal KPIs for area of responsibility.

• Ensures that customer standard operating procedures (CSOPs) are developed and maintained in conjunction with Account Management and Sales.

• Identifies client trends (volume drop or increase) and escalates as necessary.

• Performs back-up for desk-level Ocean Export Agents during periods of high volume or when staffing requires – during vacations, leaves of absence, etc.

• Organizes and conducts daily huddles / team meetings to share information, set priorities, and discuss recurring issues.

• Responsible to ensure all assigned full time and part time employees are trained, certified, and re-certified periodically on internal and external standard operating procedures and regulatory requirements.

• Validates product staff understand and comply with customer and company standard operating procedures.

• Assists management by proactively providing input on talent acquisition, re-assignment, demotion, and promotion.

• Conducts regular employee performance review meetings and sets performance goals to drive employee development.

• Manages staffing levels based on business development, peak volume periods, department performance metrics, and employee vacations.


EDUCATION AND/OR EXPERIENCE

• Two years of prior experience in a supervisory role preferred

• Minimum five years of experience in the Ocean export role preferred and must have at least three years working in Ocean Export for a freight forwarder.

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