Export Customer Solutions Supervisor - Cannock, WS11 0XG

We are recruiting for an Export Customer Solutions Supervisor to join our team in Cannock.

The Exports team manages road freight movements from the UK into Europe for both our customers and our partners' customers. We pride ourselves on providing a professional, responsive, and high-quality service, supporting customers before, during, and after their transport requirements have been fulfilled.

The team is responsible for the full end-to-end export process, from collection requests through to final delivery, proof of delivery (POD), cost allocation, and customer charging.

A key responsibility of the Export Customer Solutions Supervisor is to provide leadership, guidance, and support to the team, ensuring they have the tools, knowledge, and resources required to perform at their best. The successful candidate will be responsible for reviewing KPIs, service levels, and operational metrics, identifying opportunities for improvement and implementing actions to enhance both team performance and customer service.

The role also requires the ability to build and maintain strong working relationships with Domestic Transport, Operations, Customer Services, and other internal stakeholders to ensure the best possible solutions are delivered to our customers.

Why Join Rhenus?

At Rhenus, we believe that everyone plays a crucial role in our success. Whether you're moving freight, supporting customers, managing operations, or driving continuous improvement, your contribution makes a difference.

We value practical solutions, innovation, and quick decision-making, empowering our employees to take ownership of their work and make a meaningful impact. As a recognised employer of choice, we are committed to creating a workplace culture that encourages entrepreneurial thinking, professional development, collaboration, and excellence.

The future of our business is shaped by our people. By joining the Rhenus team, you'll become part of a supportive community of passionate professionals dedicated to delivering outstanding results for our customers and each other.

Join our Rhenus community, make an impact, and grow alongside a team that is empowered to succeed.

#EmpoweredByYou

Main Duties

• Lead the Exports Team in Cannock, ensuring workloads are allocated effectively and fairly.
• Carry out quality checks on all activities undertaken by the team.
• Manage customer queries and escalations via telephone, email, and face-to-face communication.
• Work closely with the Customer Services, Imports, Transport, Domestic, and Warehouse teams.
• Handle issues, complaints, and escalations with customers and partners in a confident and professional manner.
• Identify process inefficiencies and implement improvements where possible.
• Produce reports on team activity, service levels, operational performance, and profit margins.
• Undertake project work and create, monitor, and report on KPIs.
• Conduct one-to-one meetings, team briefings, appraisals, and support the development and coaching of team members.
• Manage Full Truck Load (FTL), Less Than Truck Load (LTL), and groupage movements.
• Liaise with clients to ensure all shipment information, customs documentation, and delivery paperwork are received and correctly processed.
• Liaise with Rhenus offices, agents, and UK transport departments.
• Handle day-to-day enquiries, including POD requests, administrative tasks, telephone calls, and emails.
• Participate in training sessions to remain up to date with compliance requirements, protocols, and procedures.
• Undertake any other duties appropriate to the role and the evolving needs of the business.

What You Bring

• Excellent communication skills, with the ability to communicate clearly and concisely.
• Strong organisational skills, attention to detail, and a positive team-working ethic.
• A proactive approach to identifying and resolving issues, with a willingness to collaborate across the wider Rhenus business.
• A service-driven mindset with a strong customer focus, ensuring customer satisfaction while maintaining compliance and business controls.
• Experience using ASM.
• GCSEs (or equivalent) in English and Maths.
• A background in road freight operations.
• A minimum of two years' experience in export road freight at a supervisory or leadership level.
• Strong knowledge of road export customs procedures, including export documentation, customs requirements, and export controls.
• The ability to plan, schedule, and coordinate shipments effectively.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.