NFO Desk Team Lead

The schedule for this position is Sunday - Wednesday, 0600 to 1600 EST.

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You’ll Do

This job is focused on providing a professional service to customers, team members and liaising with key parties including third party suppliers and other company offices.  Ascent offers our customer’s worldwide logistics services that meet our clients complete logistical and supply chain needs.

The job of the NFO Desk Team Lead is very varied and no one day is ever the same.  They will be leading the team in tasks and responsibilities related to all aspects of the NFO Desk clients and business insuring that the team operates efficiently meeting all productivity, quality, and on time performance expectations.    They will provide professional service to customers and liaising with key parties including third party suppliers and other company offices, in addition to being a knowledgeable and experienced leader that staff, clients, vendors and leadership can go to with questions, issues, and escalated needs. 

The NFO Desk Team Lead will be a key resource to the team, not just on their respective shifts, but all team members.   The NFO Desk Team Lead has daily responsibility to ensure excellent service is delivered to our customers during all telephone/email and virtual contacts. The NFO Desk Team Lead plays a key role at on the team and will assist in the efforts to maximum operating effectiveness and efficiency.  The NFO Desk Team Lead reports directly to Sr Manager of Time Critical Services.

• Working as the NFO Desk Team Lead is a very varied role and involves liaising directly with clients, company leadership, Managers, logistics Coordinators, leads, vendors and carriers.

• The NFO Desk Team Lead with be responsible and work with Manager and staff to ensure processing of shipment orders in accordance with established procedures and standards are successful.

• Oversee the correct processes of each shipment, ensuring all SOPs are followed properly.

• Escalate issues, errors and delays immediately per processes set forth

• Insuring staff receives and completes appropriate training

• Maintain and file all records in accordance with company procedure.

• Assist other teams when necessary for the best interest of the team productivity and service level to clients.

• NFO Desk Team Lead will provide positive coaching to team members.

• NFO Desk Team Lead will conduct one-on-one mentoring and in partnership with the manager, evaluation of staff utilizing standardized objective criteria.

• Works with Manager to create annual employee performance appraisals and action plans for performance improvement and/or growth.

• Assists in training staff on new/revised Standard Operating Procedures (SOPs) and organizational policies.

• Communicates to the Manager unusual occurrences, emergency situations and any situation that could disrupt the level of operations and/or customer service.

• Communicates and documents all service issues that may impact the next shift or requiring special attention to the incoming shift Team Lead.

• Monitors telephone reports and email analytics for productivity and service level performance, shares information with associate team for recognition and development.

• Monitors and approves employee overtime; manages shift in a cost-efficient manner.

• Spot Check shipments daily for SOP adherence

• Following incoming emails and checking for responses in less than 10 minutes

• Follow Task Logs and monitor for red status being updated within a 10-minute window

• Follow New orders and monitor for updating with in a 10-minute window

• Checking to be sure staff are on phones live and assigned to all queues

• Participates in regular department meetings, assisting in training and information rollouts as needed.

• Always copy Manager on all emails and correspondence involving operations.

• Other duties and responsibilities as assigned.

What You’ll Bring

• High school diploma or general education degree (GED)

• Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook)

• Outstanding customer service skills required.

• Strong mentoring and management skills required.

• Experience Next Flight out shipments, systems and vendor operations is strongly preferred.

• Ability to work under pressure and follow through on tasks.

• Ability to lead discussion group and motivate/develop staff.

• Excellent organizational skills, attention to detail and follow through

• Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management

Ascent’s Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay

Salary Range: $27 - $30