Customer Experience & Operations Specialist

Trucking Proz; Hudson (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Trucking Proz is seeking an experienced, customer-focused professional to support our OTR trucking operations. You will work closely with Dispatch, Fleet Management, Planning, Drivers, Remote Operations, and After-Hours Support to deliver an exceptional customer experience.

The ideal candidate is proactive, organized, solution-oriented, and takes ownership of customer communication and service challenges in a fast-paced environment.

Qualifications

• 3+ years in transportation, logistics, or customer service operations.
• Strong understanding of OTR trucking operations.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with transportation management systems preferred.
• Self-motivated, dependable, and committed to exceptional service.

Responsibilities

• Build and maintain strong customer relationships.
• Provide proactive shipment updates and manage customer expectations.
• Identify potential service failures and communicate solutions before issues escalated.
• Resolve customer concerns with professionalism and urgency.
• Collaborate with Dispatch, Fleet Management, and Planning to ensure smooth daily operations.
• Monitor shipments, appointments, and service exceptions.
• Support drivers with customer-specific instructions, appointments, and delivery requirements.
• Coordinate solutions for delays, detention, and customer-related challenges.
• Work closely with remote operations and after-hours teams to ensure consistent communication.
• Communicate priorities, customer requirements, and outstanding service issues.
• Ensure effective shift handoffs and follow-through.
• Identify opportunities to improve workflows and team efficiency.
• Maintain accurate shipment information and customer records.
• Take ownership of service issues through resolution.
• Support customer service performance goals and operational improvements.
• Promote teamwork, accountability, and proactive communication.

Skills

Customer service

OTR trucking operations

Communication

Organization

Problem solving

Tools

Transportation Management Systems (TMS)

Job description

Trucking Proz is seeking an experienced, customer-focused professional to support our OTR trucking operations. You will work closely with Dispatch, Fleet Management, Planning, Drivers, Remote Operations, and After-Hours Support to deliver an exceptional customer experience.

The ideal candidate is proactive, organized, solution-oriented, and takes ownership of customer communication and service challenges in a fast-paced environment.