Contractor Relations Advocate

Mercer Transportation • Louisville, KY

7d • Onsite

About The Position

This role serves as the primary advocate for Mercer’s owner-operators, helping them navigate challenges, maximize profitability, and build long-term success with the company. Success in this role requires strong communication skills, emotional intelligence, conflict resolution abilities, and a genuine passion for helping others. You'll serve as a coach, mediator, recruiter, and relationship manager while working closely with drivers, operations teams, and company leadership.

Requirements

• A relationship builder who enjoys helping people succeed
• An active listener who can understand concerns, identify root causes, and find solutions
• Comfortable having difficult conversations while maintaining professionalism and empathy
• Skilled at influencing outcomes and resolving conflict without formal authority
• Organized and detail-oriented with strong follow-through
• Able to manage multiple priorities and maintain accurate documentation
• Comfortable making frequent outbound calls and maintaining regular communication with contractors
• Professional, confident, and approachable when interacting with individuals from diverse backgrounds
• Strong written and verbal communication skills
• Proficient with computers and business software applications
• High School Diploma or equivalent required
• Previous experience in transportation, logistics, recruiting, customer service, account management, employee relations, retention, or sales
• Experience handling conflict resolution, customer concerns, or relationship management

Nice To Haves

• Bachelor's degree preferred
• equivalent business, transportation, customer service, or account management experience considered

Responsibilities

• Build and maintain strong relationships with owner-operators throughout their lifecycle with Mercer
• Serve as a trusted advisor and primary point of contact for assigned contractors
• Proactively contact new contractors to ensure a smooth transition and positive on-boarding experience
• Investigate and resolve contractor concerns by coordinating with operations, safety, recruiting, settlements, accounting, and other departments
• Mediate conflicts and facilitate productive solutions between contractors and Mercer personnel
• Assist with contractor retention efforts by identifying concerns early and addressing issues before they escalate
• Engage with former contractors and explore opportunities for reinstatement when appropriate
• Document interactions, concerns, resolutions, and follow-up activities accurately and consistently
• Analyze recurring contractor concerns and provide recommendations to improve processes and service levels
• Participate in company events, orientation programs, trade shows, and contractor-focused activities
• Maintain compliance with company policies and applicable transportation regulations

Benefits

• Competitive Pay based on experience
• Comprehensive Health Coverage – Mercer contributes over $7,500 annually toward your health insurance
• Wellness Incentives – Qualify for our Wellness Rate and pay as little as $0/month for employee-only coverage
• Earn Extra Rewards – Receive up to $300 annually in wellness gift cards
• Generous Time Off – Paid Time Off and company-paid holidays
• Company-Paid Protection – Life Insurance and Long-Term Disability
• Optional Benefits – Dental, Vision, Flexible Spending Accounts, and Short-Term Disability
• Secure Your Future – 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED