Operations Specialist - Customer Advocate & Escalations Lead

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Generous benefits

Job summary

Direct Supply, Inc. is seeking an Operations Specialist, TELS Services to be the primary liaison between suppliers and customers. You’ll handle escalations, advocate for customer outcomes, and coordinate with service providers and internal teams to resolve issues.

Core hours are 6:00am–6:00pm CT with on-call rotations; occasional weekends/holidays apply. Bachelor’s degree preferred and generous benefits offered.

Qualifications

• 2+ years of customer-service experience.
• Experience with ticketing software.
• Bachelor’s degree strongly preferred.

Responsibilities

• Respond to customer and service provider requests via phone and email, diagnosing needs through effective questioning.
• Act as a customer advocate, managing escalations and collaborating with cross-functional teams to eliminate service delays.
• Occasionally engage with leadership to support ongoing operations and contribute to process improvements.

Skills

Provides Customer Value

Communicates Effectively

Delivers Results

Solves Problems

Embraces Change

Education

Bachelor's degree

Tools

Ticketing software

Job description

Direct Supply, Inc. is seeking an Operations Specialist, TELS Services to be the primary liaison between suppliers and customers. You’ll handle escalations, advocate for customer outcomes, and coordinate with service providers and internal teams to resolve issues.

Core hours are 6:00am–6:00pm CT with on-call rotations; occasional weekends/holidays apply. Bachelor’s degree preferred and generous benefits offered.