Enterprise Support Supervisor

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?

Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!

We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.

With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

You will support the customer to coordinate all shipments and proactively communicate with load management and carrier sales to ensure the highest level of customer satisfaction is met.

DEPARTMENT: Enterprise Support

LOCATION: Remote

• Manages a team of 10 ESRs, providing day-to-day oversight and driving individual and team development
• Possesses a deep understanding of all customer processes handled by the ESR team
• Reviews current internal workflows to identify opportunities for automation and faster execution
• Assists the ESR Senior Manager with report creation, management, and analysis
• Collaborates with engineers to implement process changes, continuous improvements, and system hardcoding where appropriate
• Supports board watch responsibilities and communicates roll requirements effectively
• Manages the ESR PTO and Out-of-Office calendar to ensure proper account coverage
• Provides ESR coverage when necessary to maintain service levels
• Leads cross-training sessions to support flexible and efficient team coverage
• Assists in new customer onboardings and ensures complete internal administrative setup
• Contributes to the creation and maintenance of Standard Operating Procedures (SOPs)
• Monitors team Zoom activity to support accountability and productivity

• Demonstrates strong leadership skills and the ability to guide and influence others effectively
• Communicates clearly and professionally with both internal teams and external stakeholders
• Brings a minimum of 2 years of experience in an ESR role or a similar customer-facing position
• Proficient in quoting, booking, scheduling, and managing extra charges within customer workflows
• Possesses in-depth knowledge of Alice and all customer Transportation Management Systems (TMSs)
• Understands various integration types (EDI, API, Parser, etc.) and their impact on internal operations
• Confident in having difficult or escalated conversations across departments to drive resolution
• Familiar with internal communication channels and adept at using them to troubleshoot and resolve issues efficiently

At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.

It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale. 

WORKING AT LOADSMART:

• Competitive base salaries - we believe in rewarding top talent 

• Loadie Time Off - PTO and sick days without a limit

We use AI-powered tools to assist with initial application reviews as part of our hiring process. All evaluations are subject to human oversight, and your information is handled in accordance with applicable data privacy laws.

At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.

It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.