Sales and Service Supervisor

Job Description

Job Description

This role is onsite. Mon-Fri 8:30am-5pm

The Sales & Service Supervisor leads a team of Account Executives responsible for managing customer relationships, order execution, and revenue growth. This role serves as the primary resource for the team, providing day-to-day guidance, coaching, and support while ensuring customers receive exceptional service throughout the transportation process.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, can effectively manage escalations, and is passionate about developing people while driving operational performance.

Key Responsibilities
Team Leadership

• Lead, coach, and develop a team of Account Executives to achieve service, sales, and performance goals.
  
• Conduct regular one-on-one meetings, performance reviews, and ongoing coaching sessions.
  
• Provide guidance on customer issues, order management challenges, and daily operational needs.
  
• Support onboarding and training of new team members while reinforcing best practices.
  

Customer Service & Escalations

• Act as the primary escalation point for complex customer concerns and service-related issues.
  
• Ensure timely, accurate communication and resolution of customer requests.
  
• Promote a customer-first culture focused on responsiveness, accountability, and follow-through.
  
• Partner with operations, carriers, and other stakeholders to resolve service disruptions and delivery challenges.
  

Operations & Performance

• Monitor team workload, open orders, and service queues to ensure efficient execution.
  
• Track key performance metrics and identify opportunities for improvement.
  
• Ensure accurate order entry and compliance with established processes and procedures.
  
• Drive continuous improvement initiatives that enhance customer experience and operational efficiency.
  

Sales Support

• Assist Account Executives in managing key accounts and identifying opportunities for growth.
  
• Support customer retention efforts through proactive issue resolution and relationship management.
  
• Reinforce effective sales, negotiation, and customer communication practices.
  

Requirements

• Associate's or Bachelor's degree preferred; equivalent experience considered.
  
• 2+ years of leadership, customer service, sales, or logistics experience.
  
• Transportation, logistics, or supply chain experience preferred.
  
• Proven ability to lead, coach, and motivate a team.
  
• Strong customer service and problem-solving skills.
  
• Proficiency with Microsoft Office, particularly Excel.
  
• Experience with CRM, order management, dispatching, or transportation systems preferred.
  

Key Competencies

• Leadership and team development
  
• Customer relationship management
  
• Conflict resolution and escalation management
  
• Organization and prioritization
  
• Strong verbal and written communication
  
• Decision-making in a fast-paced environment
  
• Operational and process improvement mindset