POSITION SUMMARY:

The Import Transportation Supervisor is responsible for leading the day-to-day execution, performance, and development of an import transportation team. This role owns operational accountability while also driving employee growth through intentional leadership development. A critical function of this role is conducting structured 1:1 conversations, including bi-weekly or monthly development meetings, quarterly performance reviews, and behavioral coaching sessions focused on growth, accountability, and career pathing. The Supervisor must combine operational expertise with intentional leadership, creating clarity, accountability, and development opportunities that strengthen both individual performance and team success. This role plays a critical part in building future leaders, improving team performance, and strengthening Mohawk Global’s culture of accountability, trust, and continuous improvement.

DUTIES & RESPONSIBILITIES:

• Ensure consistent service quality and timely communication across all accounts
• Support resolution of client escalations and service concerns before manager involvement
• Partner with team members to proactively improve client satisfaction and retention
• Maintain alignment with client SOPs and service expectations
• Reinforce a client first mindset through operational consistency and proactive service recovery
• Oversee daily team workflow, capacity planning, and operational execution
• Maintain strong operational connectivity to ensure visibility into team challenges, bottlenecks, and service risks
• Ensure compliance with internal SOPs, regulatory requirements, and service standards
• Monitor team productivity, service levels, and operational performance
• Support implementation of process improvements to increase efficiency and consistency
• Maintain strong understanding of daily operational realities to effectively coach and support the team
• Act as the primary escalation point for Team Leads and operators
• Resolve operational issues at the team level before escalation to management whenever possible
• Develop employees’ critical thinking by coaching through solutions rather than simply providing answers
• Reinforce the leadership funnel by ensuring challenges are solved at the lowest effective level possible
• Identify root causes of recurring operational challenges and implement corrective actions
• Support performance improvement conversations when operational or behavioral concerns arise
• Conduct regular bi-weekly or monthly 1:1 meetings focused on employee development, behavioral coaching, and career progression
• Lead quarterly performance reviews to provide structured feedback, evaluate progress, and align development goals
• Foster open, honest, and trust-based communication with employees
• Deliver difficult conversations related to performance, accountability, and behavioral expectations when necessary
• Collaborate with leadership on performance improvement plans and corrective action decisions when required
• Serve as the communication bridge between frontline teams and management
• Promote cross functional collaboration with Customs Brokerage, Exports, Account Management, and leadership teams