Customer Operations Representative: Vehicle & Freight

RPM•Birmingham, MI

11d

About The Position

RPM is an international non-asset-based logistics and supply chain solutions company. Our focus is to provide customizable solutions tailored to support today’s complex supply chains. As one of the fastest-growing logistics companies in North America, RPM executes thousands of shipments per month through a combination of digital innovations and an unwavering commitment to customer success. RPM has evolved as a disruptive and differentiated, end-to-end transportation service provider, to meet the ever-changing needs of its customers. RPM proudly services some of the most recognizable and transformative companies in the world as The Driving Force in Logistics™ The Customer Operations Representative role is integral to our continued success and mission to remove the complexity from logistics. You need to be a team player, dedicated to your customer, passionate about our industry, and disciplined to do what it takes to get the job done. If you are energized by overcoming challenges from both clients and carriers and by building lasting relationships, then accelerate your career with our rapidly growing company. We empower our employees to take charge and step up to any challenge.

Requirements

Customer Service/Support background

Nice To Haves

Bachelor’s Degree
3+ years of Logistics Experience
Ability to Manage Multiple Projects
Adaptable Team Player

Responsibilities

Ensure all shipments (VINs and freight) are added to the system via integrations or manual entry.
Ensure all shipment information is accurate, including pickup dates, location notes, equipment requirements, item details, specialized requirements, and SLA expectations.
Identify errors, troubleshoot solutions, and escalate issues that cannot be resolved.
Advise VIN Planning and Freight Operations on location and customer strategy to maximize truckload efficiency, identifying opportunities for improvement.
Validate order details and conduct audits to ensure accuracy and completeness.
Execute marketplace strategy for each customer while identifying opportunities to improve efficiency and service.
Partner with the Carrier team to support customer shipments, ensuring priority shipments are properly tagged, monitored, and tracked through completion.
Review and process coverage options, ensuring decisions balance profitability, service, and the customer experience.
Communicate customer SLA requirements internally and help ensure coverage strategies meet customer expectations.
Develop relationships with customers to understand their needs, provide day-to-day support, and ensure RPM consistently exceeds expectations.
Provide proactive communication to customers, carriers, and internal stakeholders, responding to questions and resolving shipment issues in a timely and professional manner.
Support shipment exception and claims processes by documenting issues, coordinating with internal teams, carriers, and customers, and assisting with timely resolution.
Perform the customer pre-qualification process and maintain accurate location profiles.
Ensure shipment rates are accurate, and all required shipment documentation is complete.
Run customer reports, including aging reports, as needed.
Collaborate with team members to provide customer-specific training and cross-functional coverage, remaining flexible as business needs evolve.