Job Information

Estes Express Lines Supervisor, Resolution in Richmond, Virginia


Posting Title:

Supervisor, Resolution

Estes Facility:

Corporate Headquarters

Job Summary:

  • Lead, guide, direct, monitor and manage performance of employees. Provide coaching, counseling and appropriate discipline and training. Ensure appropriate paperwork is completed and timely processing

  • Responsible for the hiring administrative process, e.g., job description, job requisition and resource allocation approval. Works with management to obtain the necessary approvals and then collaborates with HR on the posting process. Conducts interviews and selects candidates in collaboration with management.

  • Monitor account activity and employee responsibilities to ensure timely account resolution. Serves as first escalation point for complex issues and resolution

  • Ability to communicate and work closely with Directors, Managers, Resolution Analysts, Payment Services Representatives, internal departments & Estes to improve the customer experience and account receivables health

  • Works collaboratively internally and externally to resolution department to assist in creating and managing processes; creating and developing tools that increase productivity and efficiency; development of policies and procedures

  • Audit through SQL queries of customer accounts’ data elements; conduct research and analyses to identify root cause and facilitate resolution of problems that impact Accounts Receivable and other Administration related objectives

  • Track and report on work load and resource allocation

  • Research, recommend and implement potential process improvements for operational efficiency

  • Regular attendance is required.

  • This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.


  • High School Diploma or General Education Degree (GED), or any combination of education and experience; which would provide an equivalent background. Bachelor’s Degree preferred

  • Working knowledge of SQL preferred

  • Prior management or supervisory experience preferred

  • 2 years of LTL rating or rate auditing (or comparable) experience preferred

  • Understanding of Microsoft Office and AS400 experience preferred

  • Solid working knowledge of Excel and relational databases like MS Access highly preferred

  • Must have strong written and verbal communication skills

  • Planning and organization skills

  • Strong analytical, root cause analysis and problem solving skills

  • Ability to network at all levels in the company

  • Excellent customer service focus

  • Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job

  • Must be able to comply with all company policies, rules, procedures and Code of Conduct

  • Must be able to interact well with others

  • Must be able to work independently, or in a team setting

  • Must be capable of working under tight time constraints in a high volume environment with multiple priorities

  • Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines

  • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check

  • Must be authorized to work in the United States

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.

Auto req ID:




Organization Level:



Estes Express Lines

Job Category:


Employment Type:




Equal Employment Opportunity:

EOE, including disability/vets