The Ocean Freight Supervisor II supervises daily operational activities and serves as a customer liaison. This position oversees the execution of processes and evaluates quality goals to identify process improvements. He/She develops responses to atypical issues and manages customer expectations through business reviews. This position supervises hourly employees within the department.

This position supports ocean product customers. He/She demonstrates ocean services expertise to leverage customer relationships, expand customer services, and improve ocean product processes. This position supervises ocean operations and monitors daily operations to ensure performance indices (e.g., balanced scorecard, etc.) are being met and to investigate variances for development of corrective action plans. He/She provides ocean freight reports and analyzes daily performance reports (e.g., missing invoice report, etc.) to define process improvements and to ensure compliance with U.S. Customs and Census regulations. This position collaborates with Business Development to conduct customer visits, evaluate service gaps, and ensure customer satisfaction with product offerings. He/She supervises and develops others and holds others accountable to established performance levels to achieve individual and group goals.

Responsibilities and Duties

• Responds to customer escalations to resolve atypical issues (e.g., billing, etc.) and address complex customer concerns (e.g., customer rates, etc.)
• Monitors preferred carrier compliance (e.g., cost, service, etc.) to meet customer and product expectations and match organizational goals
• Contributes to quarterly business reviews to manage customer expectations and meet customer commitments
• Distributes daily assignments based on work plan priorities to provide equitable workload distribution and to ensure service levels are met within projected time parameters
• Evaluates quality goals to identify process improvements needed
• Reviews operational benchmarking to support continuous process improvement
• Contributes to special projects to promote business enhancements (e.g., new applications, systems support, etc.)
• Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks
• Provides on-going feedback and support to improve performance

Knowledge and Skills

• Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions; able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touch-points; summarizes positive and negative gaps; develops plans to leverage advantages and correct disadvantages
• Demonstrates a detailed understanding of processes, procedures, and technology for intermodal transportation; identifies root causes of recurring issues within freight forwarding operations; describes the general structure of freight forwarding operations
• Applies knowledge of agencies' functions and regulations to compliance and enforcement activities; identifies routine situations where the organization may be out of compliance as well as the specific impacts of non-compliance
• Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies issues with report generation (e.g., missing variables, incorrect data, etc.)
• Coordinates the preparation of shipment documentation and administration to support Operations
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork