Service Operations Representative

Primary Duties (Percentage of Time)

• 35% - Complex Service Resolution Management
  • Post-Implementation Focus: Manage and resolve all incoming service requests and operational issues that occur after the services are active for the Mid-Market customer base.
  • Advanced Troubleshooting: Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.
• 30% - Workflow and Quality Assurance
  • Ticket Quality Control: Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health.
  • Proactive Ticket Management: Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly.
  • Cross-Channel Communication: Respond promptly and expertly to internal communications regarding complex Mid-Market service issues.
• 15% - Service Standards and Metrics
  • Process Integrity: Maintain current, expert knowledge of all service expectations and best practices for Mid-Market Customers.
  • Knowledge: Maintain understanding of all relevant process changes, service updates, and new guidelines.
• 15% - Vendor Relations & Service Coordination
  • External Communication: Serve as the main point of contact for external hauling partners, communicating customer needs, coordinating scheduling updates, and securing successful service adherence.
  • Internal Collaboration: Collaborate effectively with internal Customer Success, Sales, and Operations teams to ensure vendors are correctly configured.
  • Information Relay: Communicate critical hauling partner information and service changes to internal teams for consistent customer updates.

Organizational Relationship

• Reports To: Manager, Service Operations
• Direct Reports: None
• Interacts With: Customers, Hauling Partners, Account Management, Internal Operations Teams

Role Requirements & Experience

• Experience Level: 3–5+ years in service/logistics roles (e.g., Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations).
• Role Focus: Delivering exceptional frontline customer support while driving backend operational execution and vendor accountability.
• Vendor & SLA Accountability: Proven experience managing third-party vendors and haulers, pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs).

Customer Service Experience

• High-Touch B2B Customer Support: Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments. Proven ability to de-escalate upset clients, maintain clear and transparent communication throughout long-resolution workflows, and consistently advocate for the customer’s needs.

Strategic Thinking & Problem Solving

• Strategic & Tactical Execution: Strategic thinker with the ability to grasp tactical details. Proven ability to organize, manage multiple projects, and effectively prioritize conflicting assignments with minimal supervision.
• Analytical & Technical Aptitude: Strong analytical and problem-solving skills. Ability to analyze operational data/metrics to identify root causes of recurring failures. Comfortable navigating complex B2B software environments (e.g., HubSpot, Salesforce, Zendesk, ERP systems).

Communication & Leadership

• Communication & Collaboration: Strong, dynamic verbal and written communication skills. Collaborate seamlessly across all functions of the organization.
• Influence & Conflict Resolution: Demonstrated success driving assertive solutions without direct authority, facilitating tough conversations, and managing conflicting priorities.
• Autonomy & Sound Judgment: Comfort with ambiguity; proven capability to act decisively and make timely decisions without having the whole picture.

Operational Realities

• Work Environment: High-volume, fast-paced setting requiring strong real-time problem-solving and constant phone/digital availability.
• Schedule Expectations: Must be willing to work a set schedule of 10am - 7pm EST.

Education

• Bachelor’s Degree is preferred

Core Values

• Trust - Have confidence in our team. Have integrity in your actions.
• Care Personally About Each Other - Show compassion, empathy, and open-mindedness.
• Be Passionate - Love what you do. Love what we do.
• Embrace Challenge - See obstacles as opportunities to learn and grow.
• Be Humble - Stay grounded. Seek feedback. Be curious.
• Be Accountable - Take ownership. Be reliable. Be proactive.