Service Operations Representative
About The Position
The Service Operations Representative is responsible for post-implementation service delivery for RoadRunner’s Mid-Market customers. This high-volume, phone-heavy role manages real-time customer and third-party hauler communications, resolves complex operational failures, coordinates same-day service recoveries, and holds vendor partners accountable to service agreements. The position combines frontline customer support with backend operational execution, logistics coordination, account management, and vendor relations. The role requires constant phone and digital availability in a fast-paced environment, strong real-time problem-solving, and the ability to make timely decisions under pressure. The position works a set schedule of 10:00 a.m. to 7:00 p.m. EST. Applicants in the United States are considered, but RoadRunner does not currently support candidates residing in Alaska, Delaware, Hawaii, Kansas, Louisiana, Maine, Montana, Nebraska, Nevada, New Mexico, North Dakota, South Dakota, Vermont, Wyoming, or Puerto Rico. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available. Travel required is 0%. The role reports to the Manager, Service Operations and has no direct reports.
Requirements
- 3–5+ years of experience in service or logistics roles, such as logistics, supply chain, vendor operations, B2B account management, customer service, or high-volume escalations.
- Proven experience managing third-party vendors or haulers, driving timely issue resolution, and enforcing service-level agreements.
- Experience providing high-touch, empathetic, solution-oriented customer support in a high-volume B2B environment.
- Ability to de-escalate upset clients, maintain clear and transparent communications during long-resolution workflows, and advocate for customers.
- Strong analytical and problem-solving skills, including the ability to analyze operational data and metrics to identify root causes.
- Comfort navigating complex B2B software environments, such as HubSpot, Salesforce, Zendesk, or ERP systems.
- Strong verbal and written communication skills and the ability to collaborate across organizational functions.
- Ability to influence outcomes without direct authority, facilitate difficult conversations, and manage competing priorities with internal teams and external partners.
- Ability to organize and manage multiple projects, prioritize conflicting assignments with minimal supervision, and adapt to changing business needs.
- Comfort with ambiguity and the ability to make timely, accountable decisions without having complete information.
- Willingness to work a set schedule of 10:00 a.m. to 7:00 p.m. EST and maintain constant phone and digital availability in a high-volume environment.
- Authorization to work for any employer in the United States; employer visa sponsorship is not available.
Nice To Haves
- Bachelor’s degree preferred.
Responsibilities
- Manage and resolve incoming post-implementation service requests and operational issues for Mid-Market customers.
- Troubleshoot complex, non-standard customer problems and serve as a primary knowledge resource.
- Ensure ticket documentation is accurate, complete, and consistent with established best practices.
- Monitor the unassigned Mid-Market queue and promptly manage incoming requests, prioritizing critical service needs.
- Respond promptly and expertly to internal communications about complex Mid-Market service issues.
- Maintain current knowledge of Mid-Market service expectations, best practices, process changes, service updates, and guidelines.
- Act as the main point of contact for external hauling partners, communicating customer needs, coordinating scheduling updates, and securing service adherence.
- Collaborate with Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are configured to deliver agreed-upon solutions.
- Relay critical hauling partner information, service changes, and resolution details to internal teams to support clear and timely customer updates.
- Manage third-party vendor performance and pursue timely resolutions in accordance with service-level agreements.
- De-escalate customer concerns, communicate transparently throughout resolution workflows, and advocate for customer needs.
- Analyze operational data and metrics to identify root causes of recurring service failures.
- Organize work, prioritize conflicting assignments, and make timely decisions with minimal supervision.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
