Intermodal Customer Operations Team Lead

About Us

Matson Logistics is a leading provider of multimodal transportation, warehousing, and distribution services throughout North America. Known for our innovative solutions and financial strength and stability, Matson Logistics' people, processes and systems work together to deliver superior performance and value to our customers every day. Click here to learn more about us!

About the Role

The Team Lead, Intermodal Customer Operations position is responsible for performing all Intermodal Customer Operations Coordinator duties within his/her group as well as additional duties including the delegation of the supervisor’s authority in appropriate areas. Acts as supervisor to the team in the absence of the regular customer service supervisor.

What you’ll do:

• Perform Intermodal Customer Operations Coordinator duties within his/her group
• Provide coaching and instructional activities to the team members and help identify training needs
• Coordinate and schedule PTO coverage of team and assignment of accounts
• Assist with procedure and training updates
• Keep team members abreast of changes and updates on a daily basis and provide feedback to the supervisor
• Provide instructional support for teammates regarding new or revised systems or procedures – including reinforcement training
• Work with other departments to provide timely and accurate information relative to completion of reports and cost control
• Monitor perfs and accessorials and other reports for the team, such as profile margin report, REZ 1 updates and completion in MiLo, resolution of short pays and PERFS, exported loads older than 20 days not invoiced, VPD processing to vendors, office invoice processing for A/P approval
• Review team entries to ensure procedures are followed and make recommendations for improvements
• Assist in maintaining continuance and consistency of team activities during any absence of the group supervisor
• Be assigned special projects designated by the supervisor
• Complies with all company rules, policies, and procedures. Works and behaves safely by following all safety rules and regulations.
• Performs any task required to support customer requirements and company goals.

Other Accountabilities:

• Complies with all company rules, policies, and procedures. Works and behaves safely by following all safety rules and regulations.
• Performs any task required to support customer requirements and company goals.

You have these skills:

• Exhibits superior skills in dealing effectively with customers and co-workers, a high degree of competency with computer system and a solid working knowledge of ML's operations in general.
• Have the level of problem solving that does not require the assistance of the supervisor except in infrequent or extreme situations.
• Work closely and effectively with a wide range of personalities and deal with a wide range of solutions. Proficient in finding alternative methods for resolving problems or complaints. This required negotiation skills, plus the skills needed to navigate to the best solution, not simply a solution.
• Maintains an exemplary level of punctuality, attendance, positive attitude, teamwork, communications, and initiative.
• Must possess and exercise excellent customer service skills at all times.
• Ability to accurately input and edit transaction data, in a timely manner, (including accessorials and discrepancies) in the Company's computerized order-entry system.
• Ability to manage seasonally heavy workloads.
• Must possess a working knowledge of MS Office programs or other comparable computer software programs.
• Must possess and exercise excellent customer service skills at all times.
• Must consistently demonstrate professional and pleasant behavior and effectively communicate in stressful situations and/or environments.

And these qualifications:

• High school diploma or general education degree (GED) required and five (5) or more years of related industry experience and/or training, or equivalent combination of education, training, and experience.

Other requirements:

• Infrequent travel to customer site

Extra credit if you have:

• Four-year degree from college or university preferred.

At Matson Logistics, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.

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