Customer Operations Representative

ROAR Logistics, Inc. is a global transportation service provider (3PL) and U.S. Customhouse Brokerage, offering an extensive portfolio of Rail, Ocean, Air, and Road services to aid clients in the delivery of their products around the world. ROAR utilizes state-of-the-art technology to coordinate, manage and track shipments from point of origin to final destination. ROAR delivers best in class customer service and support with comprehensive operations in major markets throughout the world.

Purpose Statement

We are seeking a dynamic Customer Operations Representative to join our team, responsible for driving customer acquisition, maintaining existing client relationships, and ensuring exceptional service delivery within the fast-paced realm of third-party logistics (3PL). As a vital link between our company and our valued customers, you will play a pivotal role in maximizing margins, fostering long-term partnerships, and mitigating risks.

Key Accountabilities and Outcomes

• Identify, engage, and cultivate relationships with prospective customers, leveraging effective communication and negotiation strategies to address their needs and secure their business.
• Evaluate customer orders in alignment with market conditions, capacity constraints, and volume projections, utilizing various platforms including email, web portals, and Transportation Management Systems (TMS) to accept or reject orders.
• Execute precise data entry, coordinate shipment routing, and manage appointment scheduling, ensuring accuracy and efficiency in the execution of each shipment.
• Monitor shipment progress closely, proactively addressing any deviations to ensure timely pick-up and delivery, and communicate updates promptly to stakeholders.
• Collaborate closely with sales managers and team members to devise and execute customer development strategies, optimizing revenue opportunities and enhancing customer satisfaction.
• Serve as a dedicated problem-solver and resource for customers, carriers, and colleagues, offering effective solutions and support as needed.
• Manage post-shipment tasks including Over, Short, and Damage (OSD) resolution, Proof of Delivery (POD) and billing reconciliation, and resolution of accessorial revenue issues, maintaining clear and timely communication throughout.

Knowledge, Skills, and Experience

• High School Diploma or equivalent GED required; Associate Degree in Logistics or related field preferred.
• Minimum of 1 year of experience in logistics operations.
• Exceptional written and verbal communication skills, with a keen ability to build rapport and influence others.
• Strong interpersonal skills, with the ability to thrive both independently and collaboratively in a fast-paced environment.
• Demonstrated ability to manage multiple priorities simultaneously, with a keen sense of urgency and attention to detail.
• Proven track record in persuasion, negotiation, and relationship-building.
• Self-motivated, enthusiastic, and results-driven individual with a passion for exceeding customer expectations.

COMPENSATION

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$40,290.00 - $54,510.00

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Human Resources department at [email protected] if you need assistance completing this application or to otherwise participate in the application process.