Supervisor II, Cargo Management, Key Account Team

Job Family:

Cargo Management

Job Title:

Supervisor II, Cargo Management

Location:

Richmond, VA; This position will follow a hybrid work-from-home/office model with at least three days in the office weekly 

Role Summary:

Responsible for the successful oversight and execution of the goals and functions of the Cargo Management Team. Supervisors will Assist Managers with the development of policies and procedures to provide an optimal level of Account plan execution, Customer satisfaction, and company profitability.  Supervisors will be liaising with other internal stakeholders (sales, marketing, strategic Yield management, EQC, operations, etc.) for problem resolution as well as supporting management with projects and team guidance.

Additional Responsibilities:

Leadership Competencies

• A day-to-day functional leader with ability to anticipate challenges, risks and identify opportunities to support the team's overall goals.

• Participates in the development, implementation, and execution of divisional company and/or area strategic plans, goals, and objectives.   Creates and Implements training, tools, and guidance to achieve those targets. 

• Direct supervisory responsibility for both Analysts and agents. 

• Provide support to the team by handling day-to-day business functions and reporting, implementation of business development activities, and overall guidance of the team.

• Accountability for ensuring the teams are actively engaged and supporting accounts, successfully handling daily functions, special projects, and work volumes in an efficient manner. 

• Manages the staffing through the appropriate hiring and disciplinary actions in collaboration with HR.

• Collects, curates and delivers performance appraisals for the Team Leads, analyst, and Specialist within their direct reporting team. 

• Ability to work in a collaborative environment with divisional and cross-functional department leaders for improving service levels, profitability, and driving efficiency. 

Supervisor Task Fulfillment

• Manage all aspects of the Cargo management team including but limited to: Incoming customer escalations, work volumes/resources,  troubleshoot and resolve complex challenges involving cargo movement including but not limited to: customs, schedule deviations, expedited movement requests, technical challenges, and account requests and inquiries. 

• Direct Supervisory responsibility of a team of Specialists.

• Align distribution of workload and staffing requirements with management to meet required department goals and KPIs.

• General responsibility and accountability for all employees reporting directly to this position, in conjunction with Manager, Sr. Manager: Managing performance, fostering collaboration, and proactively planning for the direction and success of the team.  

• Ensures the Specialists within their team are equipped with ample knowledge and training to provide top-level execution of business strategies and Account support. 

• Requires extensive knowledge of the organization, products, and/or services.

• Requires advanced problem solving of supply chain issues. 

• Metric and performance reporting

• Liaise with other teams for creation and maintenance of customized reporting to identify areas of risk and support processes.

• Ability to work flexible hours/shifts

Core Required Skills and Competencies:

• Professional and personal leadership demeanor.

• Ability to build rapport across varying personality types.

• Ability to create a productive work environment for the team using gamification, trust, and other strategies.

• Ambitious and self-motivated.

• Strong Data handling and Analytical reasoning skills

• High level of both verbal and written communication skills

• Strong Critical thinking 

• Sound decision-making 

• Ability to multitask and prioritize

• Adapts to change and prioritizes for high-end results

• Responsive, dependable and follows through

• Team Player

Function-Specific Required Skills and Competencies:

• Leadership and training experience.

• Knowledge of rail, vessel, and terminal operation, customs are preferred but not required.

• Provides exceptional service to internal and external customers with accuracy, efficiency, and effectiveness

• Responds to account demands clearly, accurately, and timely in a caring manner

• G Suite and Microsoft office experience

Required Minimum Years Experience:

Supervisory preferred and 3+ function-related experience

Required Minimum Education:

Bachelor’s Degree or equivalent experience required.