Tracking and Tracing Team Lead - Overnight Hours/Remote

The Customer Service and Tracking Supervisor contributes to meeting Langham?s goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers? pickups and deliveries are completed as required.

The Customer Service and Tracking Supervisor is ultimately responsible for overseeing a Tracking and Tracing Team. As well as tracking of all shipments, i.e., meeting customer expectations of pickups, deliveries, escalation, and problem resolution.

Key Outcomes Expected
? Real time escalation to address shipments outside of standard tracking process.
? Real time discussion with Customer Service and Dispatch regarding suspect shipments being tracked.
? Ensure customers? shipments meet pick-up and delivery expectations according to customer requirements.
? Manage shipment information in the Transportation System Management database
? Troubleshoot and resolve problems with shipments with Team members.
? Respond to high volume or emails and voice mails on a timely basis.
? Work directly with Operations Supply Chain Compliance Manger with continuous process improvements.
? Take incoming customer e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system.
? Efficiently manage and communicate crucial time-sensitive information.
? Escalate any issues that may arise during the transportation of their goods, including delays.
? Ensure all interactions with customers are handled in a professional and service-oriented manner.
? Ensure all internal activities performed adhere to Langham quality and process procedures.
? Provide courteous, professional service to both internal and external customers.
? Present a positive image of Langham to both internal and external customers.
? Take incoming carrier e-mails, and web portal entries regarding their tendered shipments and follow through to ensure that systems are updated.
? Enter Temperature control log data for all temperature control loads.
? Cover call-in and PTO requests for team members under your supervision.
? Train new Team Members.
? Work with other supervisors to build training materials for training purposes.

Critical Skills and Knowledge
? Demonstrates effective verbal, written, and interpersonal skills.
? Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles.
? Demonstrates customer service orientation.
? Able to read, interpret, and use forms and other visual instructions to perform required work.
? Proactive in anticipating and alerting others to problems with projects or processes.
? High level of detail orientation and accuracy.
? Takes initiative and needs little to no supervision.
? Able to prioritize, organize tasks and time, and follow up.
? Performs responsibilities efficiently and timely.
? Able to negotiate with and influence others.
? Proficient in basic computer skills, i.e., Internet usage (e-mail) and data entry.
? Demonstrated proficiency in basic mathematics.

Education and Experience
? High school Diploma or GED required
? Demonstrated experience in the transportation/logistics industry
? Previous team lead or supervisory experience

Physical Demands and Work Environment
? Will spend majority of time sitting working on computers and telephones. This position works from home. Training will be at our Headquarters in Indianapolis as well as quarterly meetings.