Account Operations Supervisor - Shift D

The Account Operations Supervisor, Ground leads the Operational Account Coordinator team and owns the quality of demand entering the ground network. Where the Operations Supervisor owns execution once a booking exists, this role owns everything upstream of it: the completeness and accuracy of what customers requests, the consolidation decision made before a new booking is built, and the standard of communication going back to the account.

The Supervisor is the leadership voice to the customer when a coordinator cannot resolve an issue alone, and the point at which a customer escalation is converted into a clear internal request with the facts already assembled. The role also carries the account-level performance picture — intake defect rates, exception aging, escalation volume, and the recurring gaps that need a tooling or process fix rather than another manual workaround.

The Supervisor is measured on intake quality, consolidation capture, customer confidence, and the capability and coverage of the coordinator team.

• Own the quality of demand entering the process — every booking released to execution should be complete, accurate, and require no rework.
• Audit bookings for completeness at first release and hold coordinators to the standard on asset detail, references, addresses, service level, and required dates.
• Hold the team to the booking creation target of 15 minutes once a customer request is complete, without trading accuracy for speed.
• Verify that orders built in the customer platform reconcile to what the customer actually requested before a booking is created in TMF.
• Measure and drive down the rework rate returned by Outbound Specialists, treating each instance as an intake defect with a cause rather than a one-off correction.
• Ensure that where no system pre-alert exists, the originating request and all bills of lading travel with the shipment so downstream teams are never working from partial context.

• Own the consolidation decision tree and ensure it is applied to every new request before a booking is created — this is the cheapest point in the process to prevent duplicate freight.
• Arbitrate marginal or contested consolidation calls, and make the decision rather than leaving it unresolved on the board.
• Coordinate with the Operations Supervisor and Capacity Manager when a consolidation changes committed capacity, appointments, or documentation already in flight.
• Track missed consolidation opportunities as a measured defect, root-cause them, and adjust the decision tree or training accordingly.

• Set and enforce the account communication standard — response times, tone, level of detail, and who is authorized to commit a date or service outcome.
• Ensure commitments to the customer are made only by the assigned coordinator or by the Supervisor, so the account never receives two different answers.
• Act as the escalation point for the customer when a coordinator cannot resolve an issue or when the situation calls for a leadership voice.
• Own the cadence of proactive notification on at-risk shipments, so the customer hears about a problem from Crane before they discover it themselves.
• Prepare and present operational performance in account reviews, including honest treatment of misses and specific corrective actions rather than reassurance.
• Coach the team on written communication quality — a coordinator’s email is the account’s primary experience of the operation.
• Monitor the operational boards at account level for aging exceptions and intervene before they become service failures or customer escalations.
• Convert customer escalations into clear internal requests — stating…