Supervisor – Extended Services Position Available In Hillsborough, Florida

Supervisor –

Extended Services Job Category:

QC Operations Corporate

Requisition Number:

SUPER005154

ing Details
ed: April 15, 2025
Full-Time
On-site
Locations
Showing 1 location

TAMPA, FL 33602, USA

Job Details
Description

Job Summary:

Lead a team of approximately ten (10) after hours, holiday and weekend employees. Strategize with the Manager of Extended Services on how to provide the highest level of customer satisfaction for QC drivers, customers and terminal personnel. Work with the team to solve all incoming issues, whether via the ticketing system or by phone.

Supervisory Responsibilities:

Provide leadership, guidance, and oversight to Extended Services Specialists, ensuring consistent performance and adherence to departmental standards.
Track key performance indicators (KPIs) for after-hours operations, providing regular feedback to team members and identifying opportunities for improvement.
Create and manage after-hours work schedules to ensure adequate coverage across all shifts, including weekends and holidays.
Act as the first point of escalation for complex or high-priority issues that arise during extended hours, resolving problems efficiently and professionally.
Regularly review call logs, tickets, and documentation for accuracy, completeness, and compliance. Identify trends or recurring issues and recommend corrective actions.
Ensure the team adheres to established SOPs and promote consistency in issue resolution, communication, and documentation.
Provide regular status updates and operational reports to the Manager – Extended, including staffing issues, operational challenges, and customer concerns.
Support emergency response efforts and business continuity planning, including storm coverage, major outages, or other disruptions.
Proactively identify opportunities to streamline processes, enhance service delivery, and improve customer satisfaction within the extended services team.

Duties/Responsibilities:

Provide best in class customer service to all internal and external customers
Provide support to callers after hours needing assistance with, including but not limited to load tracking, fuel cards, invoices, hotels, pick-up and delivery notifications to internal and external customers
Track and provide proactive updates for a high visibility Quality Carriers customer
Coordinate road service by engaging approved vendors
Properly manage ticketing system to track, report and document issues
Assist drivers with understanding and updating E-logs
Demonstrate a thorough knowledge and understanding of the operations structure, systems and procedures
Update internal dispatch system as needed and provide drivers and Independent Contractors with any dispatch information needed whether via email, phone or sent electronically
Identify available truck capacity and match with available loads
Identify available load capacity and match with available trucks
Locate and utilize company’s pool trailers as needed
Update load information as necessary
Performs other tasks as assigned

Required Skills/Abilities:

Ability to operate in a fast paced environment where multi-tasking is required
Deadline and detail-oriented
Ability to successfully manage and find solutions for complex and unexpected situations
Basic knowledge and familiarity of DOT Safety and Hours of Service Requirements
Minimum 2 years of trucking operations and dispatch experience required
Willingness to work as an integral part of a team
Knowledge/Experience with internet, Google Apps, Microsoft Office, TMW Software a plus
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment
Deadline and detail-oriented
Ability to successfully manage and find solutions for complex and unexpected situations
Basic knowledge and familiarity of DOT Safety and Hours of Service Requirements

Education and Experience:

Associates Degree required
2 years of previous leadership experience in the trucking industry

Travel:

Occasional

Work Environment:

This position is based in a professional office setting and involves the use of standard office and computer equipment. It is a full-time role, requiring five days of work each week, including weekends (Saturday and Sunday). The work schedule for Monday through Friday consists of a 9-hour shift, typically from 5:00 PM to 11:00 AM the following day. Weekend and company holiday shifts are also part of the schedule. The department operates 24/7 throughout the year. The minimum workweek is 45 hours, with weekend and holiday shifts mandatory.
Quality Carriers, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.