Job Summary
The Freight Operations Supervisor monitors operational business requirements (e.g., safety, quality, production, etc.) and manages the daily activities of the customer resolution team. He/She tracks service commitments and team performance and manages cost. This position ensures compliance with federal regulations and internal policies, procedures, and controls while supporting internal and external customer requests for special handling of freight. The Freight Operations Supervisor coordinates activities with internal groups (e.g., Capacity Management Center [CMC], World Freight Facility, Dangerous Goods, Customs, Service Centers and Gateways, etc.). He/She manages and trains representatives to answer freight inquiries (e.g., movement, rates, etc.). The Freight Operations Supervisor manages part-time supervisors and administrative staff.
Responsibilities
Promotes and Maintains Freight Operations Customer Relationships
• Provides assistance to resolve customer issues and ensure long-term business growth.
• Facilitates training to educate the freight support team on job requirements and responsibilities.
• Communicates service updates, procedural changes, and corporate announcements to ensure employees are prepared to support customer needs.
• Maintains internal (e.g., Service Centers, Gateways, etc.) and external customer relationships to improve service experiences. Identifies customer needs and builds cross-functional relationships to identify solutions that meet customer needs.
Coordinates and Monitors Customer Support
• Provides service performance reports to managers (e.g., Operations managers, division managers, etc.) to assist in the development of improved service times.
• Manages relationships with internal groups (e.g., Service Centers, Gateways, Customer Support Centers, etc.) to facilitate and coordinate freight movement activities.
• Reviews and audits service failures to ensure prompt resolution to customer service issues. L
• Monitors and reviews customer requests (e.g., billing, freight handling, etc.) to ensure compliance with operational procedures.
• Collaborates with Operations teams to evaluate financial impacts of proposed solutions (i.e., transportation type) for meeting customer needs.
Promotes Health and Safety Compliance l
• Promotes health and safety compliance to achieve established safety goals.
• Monitors employee training and certification updates to reduce accidents and injuries and to maintain compliance.
• Reviews audit reports to ensure compliance with UPS, local, state, and federal guidelines (e.g., hazardous materials, security, etc.).
• Manages daily pre-communication meetings to review facility incidents (i.e., accidents).
• Solicits feedback from staff to identify suggestions for work environment improvements.
Supervises and Develops Others
• Determines employees’ training needs to produce continuous development plans.
• Provides on-going feedback and support to improve performance.
• Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
Manages Freight Operations
• Reviews and audits internal documents (e.g., audit dock checks, hot shots, etc.) to ascertain compliance.
• Maintains audit files to meet audit assessment criteria.
• Works with Operations teams to maximize daily productivity.
