Partner Relations Customer Service Representative

Roadrunner•Philadelphia, PA

24d•$19 - $20•Onsite

About The Position

Roadrunner's partner carrier network is a critical extension of our business. The Partner Relations Customer Service Representative serves as the primary connection between Roadrunner and our transportation partners, ensuring operational consistency, performance accountability, and exceptional service execution across the network. This role exists to strengthen partner relationships, improve operational performance, and drive alignment between external carriers and internal stakeholders. Success in this position means creating a seamless partner experience, proactively resolving issues, maintaining performance compliance, and providing actionable insights that support service excellence and business growth. The ideal candidate combines strong customer service instincts with analytical thinking, operational discipline, and a commitment to execution. This individual plays a key role in helping Roadrunner deliver reliable service while fostering productive, long-term partnerships that contribute to organizational success.

Requirements

High school diploma or equivalent; additional education in business, logistics, transportation, or related fields is a plus.
Minimum two years of experience in transportation, logistics, customer service, operations support, or a related environment.
Experience managing multiple priorities in a fast-paced, service-driven organization.
Strong analytical skills with the ability to review data, identify trends, and support operational decisions.
Demonstrated ability to communicate professionally with internal and external stakeholders.
Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
Experience working with reporting and analytics tools such as Power BI.
Strong data entry skills with a high level of accuracy and attention to detail.
Ability to navigate databases, transportation management systems, and business applications.
Typing proficiency of 35-40 words per minute or higher.
Customer and partner relationship management.
Transportation and logistics operations.
Performance monitoring and reporting.
Shipment issue resolution and service recovery.
Administrative and operational support.

Nice To Haves

Experience supporting carrier, transportation, freight, or logistics networks.
Exposure to LTL or trucking operations.
Experience onboarding business partners, customers, or vendors.
Knowledge of transportation compliance, operational processes, and service metrics.

Responsibilities

Serve as the primary point of contact for assigned Partner Carriers, building trusted and productive business relationships.
Support partner engagement efforts that align with service, operational, and growth objectives.
Maintain regular communication with partners regarding performance, expectations, and operational updates.
Foster collaboration and accountability through consistent follow-up and proactive issue resolution.
Monitor daily operational activity and partner service levels across assigned accounts.
Analyze performance metrics and identify opportunities for improvement.
Ensure compliance with company policies, operational standards, and safety requirements.
Escalate critical service issues and partner concerns appropriately to support rapid resolution.
Troubleshoot shipment issues and operational exceptions with urgency and professionalism.
Coordinate with internal and external stakeholders to identify root causes and implement solutions.
Support timely communication related to shipment status, service disruptions, and corrective actions.
Help minimize customer impact by facilitating effective problem resolution.
Lead onboarding activities for new Partner Carriers.
Train partners on Roadrunner systems, Partner Portal functionality, and operating expectations.
Monitor adoption of required processes and compliance standards.
Ensure partner documentation and administrative requirements remain current and accurate.
Prepare and distribute daily, weekly, and monthly partner performance reports.
Monitor key operational metrics, including OS&D, customer service performance, active shipments, imaging compliance, trailer unload timeliness, data entry accuracy, and CPOV performance.
Maintain data integrity across reporting platforms and operational systems.
Use reporting and analysis to support informed decision-making and continuous improvement initiatives.
Partner closely with Operations, Linehaul, Sales, Customer Service, and OS&D teams to support business objectives.
Facilitate information sharing between internal stakeholders and partner carriers.
Communicate operational updates, performance concerns, and business requirements effectively.
Contribute to a culture of accountability, responsiveness, and service excellence.