Service Operations Representative

RoadRunner; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

A transportation service company in the United States is seeking a Service Operations Representative who will handle complex service-related challenges after customer implementation. The role requires managing service requests, ensuring documentation quality, and collaborating with external partners. Candidates should have strong analytical skills and a Bachelor's degree is strongly preferred. The company values trust, care, and accountability while maintaining a commitment to equal opportunity.

Responsibilities

• Manage and resolve incoming service requests and operational issues post-implementation.
• Ensure documentation accuracy and quality control.
• Monitor service requests and address them promptly.
• Maintain knowledge of service expectations and best practices.
• Serve as a communication point for external partners.

Skills

Effective operation in ambiguity

Results-driven focus

Strategic thinking

Strong communication skills

Project management

Influencing across levels

Adaptability to changes

Analytical and problem-solving

Education

Bachelor’s Degree

Job description

Job Summary

As a Service Operations Representative, you are the go-to expert ensuring Mid-Market customers experience seamless, reliable service after implementation. You’ll own complex operational challenges, step in during critical moments, and drive resolutions that keep customers confident and supported.

Primary Duties

• 35% - Complex Service Resolution Management
  • Post-Implementation Focus: Manage and resolve all incoming service requests and operational issues that occur after services are active (post-implementation) for the Mid-Market customer base.
  • Advanced Troubleshooting: Apply industry and process knowledge to troubleshoot and resolve issues, acting as a primary knowledge resource for complex, non-standard customer problems.
• 30% - Workflow and Quality Assurance
  • Ticket Quality Control: Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health.
  • Proactive Ticket Management: Monitor the Unassigned Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly.
  • Cross-Channel Communication: Respond promptly to internal communications regarding complex Mid-Market service issues.
• 15% - Service Standards and Metrics
  • Process Integrity: Maintain current knowledge of all service expectations and best practices for ongoing support of Mid-Market Customers.
  • Knowledge: Stay up-to-date with relevant process changes, service updates, and new guidelines.
• 15% - Vendor Relations & Service Coordination
  • External Communication: Serve as the main point of contact for external hauling partners, communicating customer needs, coordinating scheduling updates, and ensuring service adherence.
  • Internal Collaboration: Work with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are configured to deliver agreed-upon solutions.
  • Information Relay: Share critical hauling partner information, service changes, and final resolution details with internal teams to enable clear, timely customer updates.

Travel

Travel required: 0%

Organizational Relationship

• Reports To: Manager, Service Operations
• Direct Reports: None
• Interacts with: Customers, Hauling partners, Account Management, Internal Operations teams

Skills and Experience

• Ability to operate effectively in ambiguity with sound judgment and strong decision-making.
• Results-driven with a focus on quality, accountability, metrics, and ownership.
• Strategic thinker with the ability to handle tactical details.
• Strong verbal and written communication skills, capable of engaging a group and facilitating meetings with diverse viewpoints.
• Ability to manage multiple projects, priorities, and tasks with minimal supervision.
• Ability to influence and collaborate across all levels and functions of the organization.
• Adaptable to changing business needs with strong organizational skills.
• Strong analytical and problem-solving abilities and timely decision-making.

Education

• Bachelor’s Degree strongly preferred

Core Values

• Trust – Have confidence in our team and integrity in actions.
• Care – Show compassion, empathy, and open-mindedness.
• Be Passionate – Love what you do and what we do.
• Embrace Challenge – See obstacles as opportunities to learn and grow.
• Be Humble – Stay grounded, seek feedback, be curious.
• Be Accountable – Take ownership, be reliable, be proactive.

EEO Statement: RoadRunner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Reasonable accommodations are available on request to enable participation in the application process and employment.