OTR 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. This role delivers an exceptional customer experience while coordinating with Dispatch, Fleet Management, Planning, Drivers, Remote Operations and After-Hours Support.

The ideal candidate is proactive, organized and solution-oriented, owning customer communication and service challenges. You will build strong relationships, provide proactive shipment updates, monitor shipments and

Qualifications

• 3+ years of experience 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 expectations.
• Identify potential service failures and communicate solutions before issues escalates.
• 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.
• 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

Logistics

OTR operations

Job description

Trucking Proz is seeking an experienced, customer-focused professional to support our OTR trucking operations. This role delivers an exceptional customer experience while coordinating with Dispatch, Fleet Management, Planning, Drivers, Remote Operations and After-Hours Support.

The ideal candidate is proactive, organized and solution-oriented, owning customer communication and service challenges. You will build strong relationships, provide proactive shipment updates, monitor shipments and