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.
Years Of Experience
- 2-5 Years: Related experience in Transportation, Customer Service, and Supply Chain.
ES3 is an experienced team of third-party logistics experts, saving Consumer Packaged Goods manufacturers significant time and money every day. A pioneer of the collaborative distribution model, ES3 provides solutions across all channels, optimizing its supply network to expedite replenishment. ES3 does this by combining warehousing, mixing, and distribution services under one roof in a multi-manufacturer, collaborative model optimized by advanced technology.
Working Safely is a Condition for Employment with ES3, LLC. ES3, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. The Company provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
Top Skills
What We Do
C&S Wholesale Grocers, Inc. is an industry leader in supply chain solutions and wholesale grocery supply in the United States. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 7,700 independent supermarkets, chain stores, military bases and institutions with over 137,000 different products. We are an engaged corporate citizen, supporting causes that positively impact our communities.
