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Customer Service Logistics Supervisor

Ashley Distribution Services, LTD
Charlotte, NC, United States

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The Customer Experience Logistics Supervisor will be responsible for planning, implanting, and overseeing day-to-day operations. This position will monitor schedules and adjust staffing levels according to volume. The Customer Experience Logistics Supervisor will work closely with Freight Operations, Account Management, Customer Service, and other team management personnel to ensure optimal processes across the logistics organization. This position will supervise the Customer Experience Logistics Specialist team to ensure that the team and internal and external customer concerns are reviewed and addressed in a timely and professional manner. This position will also assist Account Management and Freight Operations teams in building and scheduling loads within the TMS system. The Customer Experience Logistics Supervisor will be accountable for utilizing assets to control costs and maximize delivery performance.


Act as an escalation point for inbound phone calls from customers regarding issues and concerns on their deliveries to timely obtain a solution to meet both the customers’ and the company’s goals and needs.

Plan for various delivery methods by monitoring operations and resolving logistics issues, coordinating with shipping and customer service staff on the volume and capacity levels, and collaborating with the Operations department to maximize capacity.

Ensure that loads booked are compliant with the laws governing our transportation service.

Work closely with Account Management and Freight Operations teams to build, schedule, and update loads within multiple TMSand scheduling platforms, including calling, emailing, and accessing website portals to request appointments.

Estimate and evaluate future delivery requirements and potential by applying Continuous Quality Improvement and statistical methods, including participating and contributing to cross-functional problem-solving teams.

Assist in working in AS400 and TMS to ensure optimal loading processes so that carriers can make on-time delivery.

Support the team in rescheduling deliveries with external customers for various reasons.

Be able to empathize with internal and external customers and move from one call to the next, treating each caller as if they are the most important person and providing them with undivided attention and assistance.

Make employment decisions and recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.

Coordinate and manage employees’ work by directing team members to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.

Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring, and administering performance reviews. Recommend, plan and implement employee training and skill development activities.

Audit, maintain and ensure employee time-keeping and absentee records are accurate.

Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, individual employee meetings, coaching, training, and company-offered learning opportunities.

Manage resources to optimize equipment, facilities, employees, methods, and materials.

Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Who Are We?

We offer competitive pay and excellent benefits!

We are a multi-billion-dollar company and the largest manufacturer of furniture in the world and offer one of the industry’s broadest product assortments at over 20,000 storefronts in 123 countries.

Growth-Focused is one of our core values. We are dedicated to helping you grow with us through training, mentoring, coaching, and investing in the latest design tools, production equipment, and new technologies.

Environmental efforts are a priority as we continually seek to recycle, reuse and replenish every day.

Millions of dollars are contributed annually to local and national charities as we seek to improve people’s lives worldwide. 

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. Principals Only.

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