Customer Operations Specialist

Phx Fwd; Scottsdale (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Emerge, based in Scottsdale, Arizona, seeks a Customer Operations Specialist to manage day-to-day customer accounts, ensure timely shipments, and maintain high service levels.

You will coordinate with carriers, update customers by phone and email, monitor KPIs, and contribute to operations efficiency in a fast-paced environment. This role offers growth opportunities within a dynamic freight-tech company.

Qualifications

• Excellent communication and customer service skills are required.
• Outstanding organizational and detail-oriented approach.
• Ability to multitask and stay organized in a fast-paced setting.
• Comfort with repetitive operational tasks while maintaining accuracy.
• Calm, professional demeanor under pressure with strong problem solving.

Responsibilities

• Manage the operational execution of assigned customer accounts.
• Communicate shipment updates and service needs by phone and email.
• Schedule shipments and manage load boards for timely coverage.
• Proactively communicate delays, risks, or exceptions to customers and leadership.
• Coordinate with carrier operations to ensure coverage and satisfaction.
• Collaborate with Customer Operations Support to meet account needs.
• Monitor performance against KPI targets and drive improvements.
• Build strong customer relationships through consistent communication.

Skills

Strong communication

Customer service

Organizational skills

Attention to detail

Multitask management

Repetitive task accuracy

Calm under pressure

Problem solving

Independent and team work

MS Office & Google Workspace

CRM tools experience

TMS / logistics platforms

Transportation/Logistics background

Bachelor or equivalent preferred

Education

High school diploma or equivalent

Bachelor’s degree in business, supply chain, logistics, or related field

Tools

CRM tools

Transportation Management Systems (TMS)

Job description

About Emerge

Emerge is reinventing freight procurement. Transforming the $800 billion trucking industry, Emerge empowers meaningful logistics relationships through its award-winning Freight Procurement Platform.

Built by freight professionals for freight professionals, Emerge is evolving the procurement process by offering solutions that enable shippers and carriers to make more empowered, strategic decisions that are backed by real-time connectivity and AI-driven decision making.

Founded in 2017, and located in Scottsdale, Arizona, Emerge is one of the fastest-growing technology startups in the U.S.

Job Summary

The Customer Operations Specialist is responsible for the day-to-day operational management of assigned customer accounts. This role serves as a key point of contact for customers, ensuring consistent communication, proactive problem solving, and high-quality service execution across all shipments.

The ideal candidate is detail oriented, organized, adaptable, and thrives in a fast-paced environment where multitasking and responsiveness are critical. This role involves repetitive operational tasks that require strong accuracy and attention to detail, while also providing opportunities for long term growth and advancement within the organization.

Customer Operations Specialists work closely with internal carrier and support teams to ensure shipments are covered, monitored, and executed successfully while maintaining strong customer relationships and meeting operational KPIs.

Duties & Responsibilities

• Manage the operational execution of assigned customer accounts
• Communicate professionally with customers through phone and email regarding shipment updates, scheduling, exceptions, and service needs
• Schedule shipments and manage load boards to ensure timely coverage and execution
• Proactively communicate delays, risks, or service exceptions to customers and leadership
• Work closely with carrier operations teams to ensure shipments are covered and customer expectations are met
• Collaborate with Customer Operations Support team members to execute account needs and maintain service levels
• Understand account performance relative to departmental goals including volume, gross profit, service metrics, and operational KPIs
• Strive to meet and exceed individual and team performance goals
• Support process improvement initiatives and contribute to operational efficiency efforts
• Build and maintain strong working relationships with customers through consistent communication and high quality service

Required Skills & Abilities

• Strong communication and customer service skills
• Excellent organizational skills and attention to detail
• Ability to multitask and prioritize effectively in a fast-paced environment
• Comfortable performing repetitive operational tasks with accuracy and consistency
• Ability to remain calm and professional in high pressure situations
• Strong problem solving and critical thinking abilities
• Goal driven with the ability to work independently and collaboratively within a team environment
• Assertiveness and confidence in decision making and communication
• Proficiency in Microsoft Office and Google Workspace applications
• Experience with transportation management systems, logistics platforms, or CRM tools is a plus
• Previous experience in transportation, logistics, brokerage, supply chain, or customer operations preferred
• High school diploma or equivalent required; bachelor’s degree in business, supply chain, logistics, or related field preferred

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to occasionally lift up to 15 pounds

Why Join Emerge?

At Emerge, you’ll join a fast growing, technology driven organization where innovation, collaboration, and growth are at the center of what we do. We invest in our people and provide opportunities for career advancement, professional development, and leadership growth within the organization.