Transporter Onboarding Specialist

RunBuggy OMI Inc. • Tempe, AZ

12d • Onsite

About The Position

RunBuggy is seeking a Transporter Onboarding Specialist to support transporters through their sign-up and onboarding process. This role also involves providing ongoing support, including system training, account renewal, coaching, basic system and user support, and account management. The ideal candidate will possess accurate and timely communication skills, attention to detail, and a commitment to high-quality customer service. Responsibilities include compliance review and approval to ensure transporters meet RunBuggy's standards, identifying areas for process improvement, and acting as a primary contact for internal and external partners to ensure operational excellence. This is an in-office position, requiring 5 days per week at the Tempe, AZ location.

Requirements

• High School diploma or equivalent.
• 5+ years of experience as a Customer Experience Agent and experience working with B2B, B2C, or C2C customers preferred.
• Proficiency with using the Microsoft 365 suite of tools (Outlook, Word, and Excel, etc.), and experience searching and using the internet required.
• Some travel required for conferences, training, and team events (less than 5% per year).
• Automotive, logistics, or transportation industry experience preferred.
• Understanding of performance-based metrics.
• Ability and desire to learn and train on new software/systems at a rapid pace, with the ability to become a recognized expert on those systems.
• Elevated level of attention to detail and ability to recognize inconsistencies.
• High degree of emotional intelligence and ability to facilitate, negotiate, influence, and build consensus in crucial conversations.
• Provide written and verbal explanations/information on complex issues that ensure comprehension by the audience.
• Demonstrated ability to manage multiple projects, deadlines, and priorities in a dynamic work environment.
• Analytical and forward-thinking skills are a must; a critical thinker is required.
• Ability to work proactively both independently and as a team.
• Positive, service-oriented attitude.
• Excellent organizational skills, along with professionalism and diplomacy with internal and external customers/vendors.
• Ability to recognize, strategize, and solve problems.

Nice To Haves

• Automotive, logistics, or transportation industry experience preferred.

Responsibilities

• Follow up with potential transporters who have expressed interest in joining the RunBuggy Marketplace.
• Initiate contact and build relationships with transporters to support the sign-up and onboarding process.
• Review uploaded onboarding documents, verify, and validate that sign-up requirements are met by the transport company.
• Identify transporter needs through discovery and provide creative solutions and support in resolving sign-up and onboarding questions and concerns.
• Provide exceptional day-to-day customer service to transporters and other customers/vendors by addressing their concerns in a professional, effective, and timely manner.
• Facilitate RunBuggy Mobile and Desktop Application Live Webinar Trainings.
• Take inbound calls via Transporter Sign Up Support Phone Tree queues, as well as direct calls to your direct number.
• Complete Welcome Calls for newly onboarded transporters, setting appropriate expectations for working within the RunBuggy Marketplace.
• Escalate coaching outreach to identified transporters requiring additional assistance with RunBuggy standard requirements to ensure their participation meets expectations.
• Troubleshoot any issues that arise by investigating the scope, root cause, and scale of the concern; then develop solutions and communicate with customers to ensure resolution.
• Interface with external customers and internal teams, including sales, delivery operations, order entry, expeditors, accounting, purchasing, and logistics teams.
• Provide crucial feedback to help improve processes within a project ecosystem, including initiation, planning, project launch, project deliverables, reporting/analytics, and evaluation.
• Develop a thorough understanding of internal CRM (customer relationship management) systems and utilize the system tools to deliver successful project execution.
• CRM data upkeep, ensuring all information is accurate, relevant, and current.
• Integrate and apply various RunBuggy tools and processes to improve product performance, enhance brand recognition, and deliver positive financial results.
• Other duties as assigned.

Benefits

• Market competitive pay based on education and experience.
• Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401(k) retirement savings plan.
• Employee wellness program.
• Employee rewards, discounts, and recognition programs.
• Generous company-paid holidays (12 per year), vacation, and sick time.
• Paid paternity/maternity leave.

What This Job Offers

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