Account Operations Supervisor

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

GENERAL DESCRIPTION

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.

ESSENTIAL JOB FUNCTIONS

Intake Quality & Booking Governance

• 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.

Consolidation Governance

• 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.

Customer Relationship & Communication Standards

• 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 what happened, the impact, and the decision required — rather than forwarding pressure into the operation.
• Route escalations to the correct owner: execution and shift issues to the Operations Supervisor, capacity and carrier failures to the Capacity Manager, systemic and tooling gaps to the Program Manager.
• Escalate…