ES3 Partner Services Supervisor

Position Overview

The Partner Services Supervisor leads and develops the Transportation and Customer Service teams across in-office and remote environments. This role is accountable for operational performance, customer satisfaction, freight margin results, and cross-functional coordination, ensuring efficient service execution and continuous improvement while maintaining profitability.

Job Description

Key Responsibilities

Leadership & Team Development [30%]

• Supervise, coach, and develop Transportation and Customer Service associates by setting clear performance expectations and holding team members accountable to KPIs and service standards.
• Conduct hiring, onboarding, training, and ongoing development for both teams.
• Complete mid-year and annual performance evaluations, providing constructive feedback and development plans.
• Lead weekly team meetings and biweekly one-on-one sessions focused on performance, goals, and engagement.
• Foster a culture of accountability, collaboration, and continuous improvement across both functions.
• Monitor morale and implement initiatives to strengthen engagement and retention.
• Ensure consistent adherence to Standard Operating Procedures (SOPs) across both departments.

Transportation Operations & Carrier Management [20%]

• Drive on-time delivery (OTD) performance while protecting freight margin and controlling transportation costs.
• Monitor carrier performance, lane profitability, and service trends; implement corrective action plans as needed.
• Cultivate and maintain strong relationships with asset carriers and brokers.
• Negotiate freight rates, new tariffs, and cost optimization strategies with carriers and partners.
• Hold carriers accountable for service failures through root cause analysis and corrective action plans.
• Lead annual freight margin reviews and tariff negotiations with key customers.

Customer Service Operations & Escalation Management [20%].

• Monitor and improve customer service KPIs, including response time, resolution time, case quality, and escalation trends.
• Serve as the primary escalation point for complex customer complaints involving vendors, retailers, and internal departments.
• Ensure consistent, professional communication standards across all written and verbal interactions.
• Conduct quality audits and coaching sessions to maintain high customer satisfaction and service consistency.
• Identify recurring service issues and implement cross-functional process improvements to reduce future disruptions.

Cross-Functional Coordination & Partner Relations [15%]

• Align Transportation and Customer Service teams to ensure seamless communication regarding delivery updates, exceptions, and recovery plans.
• Collaborate with Customer Experience Leadership, Finance, IT, and external partners to resolve operational and service challenges.
• Present transportation and service performance metrics during monthly and quarterly business reviews.
• Lead significant event coordination (seasonal spikes, holidays, and promotions, weather events) to ensure capacity, communication, and service continuity.

Reporting, Financial Oversight & Continuous Improvement [15%]

• Review weekly OTD, margin, and service performance reports to identify trends, risks, and improvement opportunities.
• Ensure shipment margins meet expectations; address discrepancies proactively.
• Review and resolve carrier loads not closed and/or invoiced by partnering with carriers, finance, and internal teams.
• Utilize CRM and transportation data to drive strategic decisions and operational efficiencies.
• Lead process improvement initiatives and coordinate system enhancements with IT when necessary.

Environment

• Office: Office Temperature (65F to 75F)

Skills & Qualifications

• Proven experience in transportation, logistics, or supply chain management with supervisory responsibility.
• Experience leading customer service or account management teams preferred.
• Strong knowledge of carrier operations, freight negotiation, and cost control strategies.
• Proficiency in Microsoft Office Suite and CRM systems.
• Strong analytical skills with the ability to interpret performance data and financial metrics.
• Excellent communication, negotiation, conflict resolution, and coaching skills.
• Ability to balance service excellence with profitability in a fast-paced environment.
• Demonstrated ability to lead cross-functional teams and manage escalations effectively.

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