Operations Supervisor

Multiple shifts are available, including day, evening/night, and weekend shifts .

GENERAL DESCRIPTION

The Operations Supervisor, Ground leads the Outbound and Inbound Specialist teams and owns execution quality across the full ground shipment lifecycle — from booking acceptance through delivery and release to billing. The Supervisor is accountable for coverage: every booking in the TMF queue is worked, every departed shipment has a named owner, and no exception sits unaddressed across a shift change.

The role is the first escalation tier for the specialists, deciding what can be resolved in lane and routing what cannot to capacity, account, or program leadership with the facts already assembled. Beyond the shift board, the Supervisor develops the team — onboarding, certifying competency on the operating systems, cross-training outbound and inbound coverage, managing performance, and building a shift culture where issues are raised early and directly.

The Supervisor is measured on service delivery, data integrity between TMF and Aljex, handover discipline, and the capability of the team.

ESSENTIAL JOB FUNCTIONS

• Monitor EDI bookings in TMF to confirm every booking is picked up and worked by an Outbound Specialist within the target window.
• Monitor unassigned loads in Aljex and confirm an Inbound Specialist takes ownership of every departed shipment — no shipment in Loaded status without a named Service Rep.
• Balance workload across the shift, reassigning files when volume spikes, a lane runs hot, or an absence creates a gap.
• Confirm coverage of both the outbound and inbound queues before the shift begins and again before it ends.
• Maintain visibility of the whole board rather than working files personally, stepping in only when coverage genuinely requires it.
• Ensure escalated shipments are marked as hot loads in Aljex and receive priority handling and communication.
• Act as the first escalation tier for the specialist teams — make the operational decision where it sits within shift authority, and route it upward where it does not.
• Route escalations to the right owner: capacity shortfalls and carrier failures to the Capacity Manager, customer commitments and date changes to the Operational Account Coordinator, systemic and tooling gaps to the Program Manager.
• Escalate security concerns — cargo integrity, tampering, chain-of-custody gaps, or loss of tracking — to the GSOC Security Team and management immediately.
• Hold escalations to a clear standard: separate what is verified fact from inference, judgment, and allegation, so the receiving party can act on the first line rather than reconstruct the situation.
• Follow escalated issues to closure rather than to handoff, and confirm the resolution is reflected in both systems.

Data Quality & Process Compliance

• Audit parity between TMF and Aljex — milestones, reason codes, cost and revenue, piece counts, references, and documentation — and correct or assign correction of what does not match.
• Verify that signed BOLs and PODs are uploaded to both systems and that milestones are posted in the required sequence and timeframe.
• Enforce SOP adherence on the control steps that protect the file:
  Tive activation, MacroPoint confirmation, warehouse pre-alerts, and appointment references.
• Hold the team to the defined cycle-time targets for booking build, pre-alert, documentation, and departure milestone posting.
• Identify recurring defects and root-cause them rather than re-correcting the same error each shift; elevate the underlying cause to the Program Manager with evidence.

Shift Handover & Continuity

• Complete the shift handover checklist every shift, without exception.
• Ensure in-flight shipments, hot loads, open exceptions, and pending customer commitments are documented and verbally handed to the incoming supervisor.
• Maintain continuity of ownership across rotating crews so a shipment is never re-discovered by the next shift.
• Improve the handover standard over time as gaps are exposed, keeping checklists current with the process as it changes.
• Supervise, coach, and develop the Outbound and Inbound Specialist teams, with regular one-to-one feedback rather than feedback saved for review…