Account Operations Supervisor, Ground 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 GovernanceOwn 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 GovernanceOwn 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.
Escalation & Exception Ownership:
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 security concerns involving cargo integrity, chain of custody, or program compliance to the GSOC Security Team and management immediately.
Hold account-facing documentation to a clear standard: separate verified fact from inference, judgment, and allegation, particularly when a customer claim is in dispute.
Follow escalations to closure and confirm the outcome is reflected in the systems and communicated back to the account.
Coverage, People Leadership & Development:
Maintain a coverage model in which every account has a named primary coordinator and a named backup — no account dependent on one person's availability.
Onboard new coordinators and certify competency on the TMF booking tool, the customer order platform, the Aljex boards, and Open Dock before they own an account independently.
Cross-train coordinators across accounts to remove single points of failure and to make absence and holiday coverage routine.
Coach and develop the team through regular one-to-ones, with specific feedback tied to real files rather than general encouragement.
Manage performance directly and fairly — set clear expectations, recognize strong judgment, and address shortfalls early and in writing.
Build a team culture of directness and kindness, where a coordinator raises a problem early without fear and communication stays crisp under pressure.
Account Performance & Continuous Improvement:
Report account-level performance — intake quality, on-time pickup, exception aging, escalation volume and repeat rate, and contribution to mean time to invoice — with cause behind the variance.
Use Power BI and system reporting to identify patterns the board does not show, including recurring request defects from a specific customer site.
Partner with the Program Manager on tooling and integration improvements, including booking tool gaps, asset visibility in the customer platform, and manual workarounds that have become permanent.
Convert recurring exceptions into updated SOPs, decision trees, templates, and checklists so improvements survive turnover.
Work with the customer to improve the quality of inbound requests where the root cause sits on their side of the process.
Other Skills and Abilities:
Experience leading account coordination for a strategic, high-value, or security-sensitive customer program.
Experience preparing and presenting operational business reviews to a customer.
Experience authoring SOPs, decision trees, and training material that a team actually uses.
Working knowledge of Power BI or comparable tools for building and interpreting operational dashboards.
Exposure to continuous improvement methods and comfort running root-cause analysis on recurring request defects.
Understanding of cross-border documentation requirements and specialized handling.
Education and Experience:
Associate's or bachelor's degree in logistics, supply chain, business, or a related field; equivalent operational experience considered.5–7 years of experience in freight or 3PL account management, customer operations, or transportation operations, including at least 1–3 years leading or supervising a team. Demonstrated ownership of a customer relationship through a service failure — able to hold the relationship without over-promising to relieve pressure. Excellent written communication, and the ability to raise the writing standard of a team. Hands-on experience with transportation management systems; familiarity with e2open TMF and Descartes Aljex preferred. Working knowledge of US domestic ground freight modes (FTL, LTL, intermodal) and the shipment lifecycle from booking through invoice. Sound judgment on what to decide, what to delegate, and what to escalate, and the discipline to assemble facts before escalating. Data literacy sufficient to build an account performance narrative and defend it in a customer review. Proficiency in Microsoft Office (Excel, Outlook, PowerPoint) and Microsoft Teams. Why Should You Work for Crane? At Crane, we believe in providing our employees with excellent benefits at a Great Place to Work. We offer: Quarterly Incentive Plan136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal UseExcellent Medical, Dental and Vision benefits Tuition Reimbursement for education related to your job Employee Referral Bonuses Employee Recognition and Rewards Program Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities Employee Discounts Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates
