Transporter Onboarding Specialist

RunBuggy OMI • Tempe, AZ

12d • Onsite

About The Position

The Transporter Onboarding Specialist is responsible for supporting the transporters through their sign-up and onboarding process with RunBuggy. The Transporter Compliance Specialist also provides ongoing support for the transporters once they join the RunBuggy platform through system training, account renewal and maintenance, coaching, basic system and user support, and basic account management. Accurate and timely communication, attention to detail, and ensuring the highest degree of quality and customer service is of utmost importance for this role. You will be responsible for compliance review and approval through the onboarding process, ensuring a transporter meets all RunBuggy standard requirements to join the platform. This role supports operations processes, identifies areas for potential improvement, guides the development of process improvements, and organizes cross-functional support where needed. This role acts as a primary contact to internal partners and external customers to ensure operational excellence. This position is in-office 5 days per week. The office is located on Mill Avenue in the heart of Tempe, AZ. Please do not apply if you cannot work in the office 5 days per week.

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.

Responsibilities

• Follow up with potential transporters who have expressed interest in joining the RunBuggy Marketplace.
• Initiates contact and builds relationships with transporters as required 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.
• Escalated 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 our 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

• 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