Supervisor II, Refrigerated Cargo Management

Location

This hybrid role is based in our Richmond, VA office.  In-office work days are Tuesday through Thursday, with the flexibility to work from home on Monday and Friday.

Role Summary

Reporting to the Manager, the Supervisor is responsible for the execution of short, medium, and long-term goals for the Reefer Cargo Management Team. The Supervisor has direct supervisory responsibilities over Reefer Cargo Management Analysts, leading the team in the specialized handling of Reefer accounts, working cross-functionally with the Refrigerated Cargo Planning team and other departments within NA to drive operational excellence. Supervisor acts as a primary customer contact point, optimizing cargo movement through analytical support, troubleshooting potential challenges, addressing booking discrepancies, & ensuring high service quality.  Supervisor will be a bridge between ONE’s customers, operational & commercial teams, acting as a liaison between all stakeholders. To execute these goals, drive performance excellence & customer satisfaction, Supervisor must act as a proactive support partner, demonstrating strong communication and analytical skills, bolstered by strong operational & commercial knowledge.

Additional Responsibilities

• Supervise all aspects of the Refrigerated Cargo Management, including, but not limited to, bookings, phones, Direct Customer Care, and Customer Communications. 

• Direct Supervisory responsibility for 7 analysts.

•  Align distribution of workload and staffing requirements with management to meet required KPIs.

• Ensure employees within the group are equipped with ample knowledge to provide accurate information to both internal and external customers.

• Enforce disciplined use of ONE Force for all Case Management, customer interactions, and business development reporting.

• Ensure the Manager, Refrigerated Cargo Management, is provided a daily recap for departmental awareness

• Conduct first-level performance appraisals and provide structured performance assessments and recommendations to the Manager.

• Manage incoming customer escalations and resolve complex operational challenges involving cargo movement. 

• Demonstrate strong understanding of ONE’s business, contracts, products, services, as well as account-specific business needs, special handling requests, preferences or other value-generating information, & maintain reference materials or tools. 

• Exhibit a willingness to work through obstacles and an enjoyment of problem solving, researching options, providing alternatives, and using collaboration, creativity & innovation to craft solutions.

• Drive team development and cross-functional learning by owning SOP execution, identifying gaps, and leading training initiatives to improve performance and consistency.

• Partner with Data Architecture and Service Optimization teams to develop reporting, dashboards, and KPI tracking to support operational performance.

• Collaborate with internal management to define and extract crucial customer requirements to ensure project success.

• Ability to work flexible hours, including holidays, as necessary to support global operations.

• Fluent, professional-level communication skills (written and verbal).

Core Required Skills and Competencies

• Strong skills in plan development, team building, and staff support with a professional demeanor.

• Strong data handling skills and the ability to apply critical thinking to sound decision-making.

• High level of both verbal and written communication skills.

• Ability to multitask, prioritize, and adapt to change quickly for high-end results.

• Experience with G Suite and Microsoft Office; technical ability to organize and analyze data.

• High-level proficiency in Case Management and Business Development tracking within ONE Force.

• Extensive knowledge of North American logistics infrastructure, service products, and supply chain management.

• Interpret/apply service contract terms and provide operational data for commercial needs.

• Experience in creating, implementing, and auditing Standard Operating Procedures (SOPs).

Function Specific Skills

• Knowledge of rail, vessel, and terminal operation, customs is preferred but not required.

• ONE Force 

• OPUS functionality

• Promote ONE digital tools and support customer usage

Required Minimum Years Experience

2+ industry or function-related preferred

Required Minimum Education

Bachelor’s degree or equivalent experience required