Customer Operations Representative

Rich Products Corporation•Buffalo, NY

About The Position

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.

Requirements

High School Diploma or equivalent GED required
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.

Nice To Haves

Associate Degree in Logistics or related field preferred.

Responsibilities

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.