Remote Service Operations Specialist — Vendor & Escalations

RoadRunner; United States; À distance; USD 29 000 - 33 000; Plein temps

Résumé du poste

RoadRunner is seeking a Service Operations Representative to be the operational backbone ensuring Mid-Market customers receive reliable, high-quality service post-implementation. This is a high-volume, phone-heavy role that requires constant availability to manage real-time calls with customers and haulers.

You will own complex operational failures, negotiate same-day recoveries, and hold vendor partners accountable to SLAs, while collaborating with Customer Success, Sales, and Operations to

Qualifications

• 3–5+ years in service/logistics roles (B2B, customer service, or vendor ops).
• Ability to manage third-party vendors and haulers and enforce SLAs.
• Experience delivering high-touch, B2B customer support in a fast-paced environment.

Responsabilités

• Complex Service Resolution Management: Post-Implementation focus, manage and resolve all post-activation service requests for Mid-Market customers.
• Workflow and Quality Assurance: Ensure documentation is accurate and monitor the Unassigned Mid-Market queue for timely action.
• Service Standards and Metrics: Maintain knowledge of service expectations and updates for ongoing support.
• External Communication: Liaise with hauling partners to coordinate scheduling and service adherence.
• Internal Collaboration: Work with Customer Success, Sales, and Operations to configure vendors for agreed solutions.
• Information Relay: Communicate critical vendor information to internal teams for timely updates.

Connaissances

Customer support

Vendor management

SLA accountability

Analytical thinking

Communication skills

Problem solving

Formation

Bachelor’s Degree preferred

Outils

HubSpot

Salesforce

Zendesk

ERP systems

Description du poste

RoadRunner is seeking a Service Operations Representative to be the operational backbone ensuring Mid-Market customers receive reliable, high-quality service post-implementation. This is a high-volume, phone-heavy role that requires constant availability to manage real-time calls with customers and haulers.

You will own complex operational failures, negotiate same-day recoveries, and hold vendor partners accountable to SLAs, while collaborating with Customer Success, Sales, and Operations to