Service Operations Representative

Required

• Experience Level: 3–5+ years in service/logistics roles (e.g., Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations).
• Role Focus: Note: This position requires a dual focus—delivering exceptional frontline customer support while driving backend operational execution and vendor accountability.
• Vendor & SLA Accountability: Proven experience managing third-party vendors and haulers, pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs). Passionate about business results, quality, and metrics, with a strong sense of ownership.
• High-Touch B2B Customer Support: Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments. Proven ability to de-escalate upset clients, maintain clear and transparent communication throughout long-resolution workflows, and consistently advocate for the customer's needs.
• Strategic & Tactical Execution: Strategic thinker with the ability to grasp tactical details. Proven ability to organize, manage multiple projects, and effectively prioritize conflicting assignments with minimal supervision while quickly adapting to ever-changing business needs.
• Analytical & Technical Aptitude: Strong analytical and problem-solving skills. Ability to analyze operational data/metrics to identify root causes of recurring failures. Comfortable navigating complex B2B software environments (e.g., HubSpot, Salesforce, Zendesk, ERP systems).
• Communication & Collaboration: Strong, dynamic verbal and written communication skills. Collaborate seamlessly across all functions of the organization.
• Influence & Conflict Resolution: Demonstrated success driving assertive solutions without direct authority, facilitating tough conversations, and managing conflicting priorities with both internal teams and external partners.
• Autonomy & Sound Judgment: Comfort with ambiguity; proven capability to act decisively and make timely decisions without having the whole picture, all while maintaining high quality and accountability.
• Work Environment: High-volume, fast-paced setting requiring strong real-time problem-solving and constant phone/digital availability.
• Schedule Expectations: Must be willing to work a set schedule.
• Bachelor’s Degree is preferred