Title Sr. Customer Operations Representative

ROAR Logistics; Buffalo (NY); On-site; USD 53,000 - 72,000; Full time

Job summary

ROAR Logistics, Inc. seeks a Senior Customer Operations Representative to lead customer acquisition, manage key client relationships, and drive operational excellence in the 3PL division. The role emphasizes optimizing margins, partnerships, and best practices across the organization.

You will mentor peers, collaborate with cross-functional teams, and act as a subject matter expert for complex customer issues while driving revenue growth and profitability.

Qualifications

• High School Diploma or GED required; Bachelor's degree in Business, Logistics, or related field preferred.
• Minimum of 3 years in logistics or 2 years in Customer Operations with a proven track record in acquisition and retention.
• Advanced proficiency in MS Office (Excel, PowerPoint, Outlook) for data analysis and stakeholder presentation.
• Exceptional communication and interpersonal skills to influence across all levels.
• Strong leadership to coach and develop junior team members.
• Strategic thinker with ability to translate insights into initiatives.
• Track record of driving revenue growth and profitability in fast-paced environments.

Responsibilities

• Identify, target, and acquire high-value customers using strategic communication and negotiation.
• Develop and implement customer retention strategies using data analytics and market insights.
• Evaluate and optimize customer orders to balance revenue and capacity.
• Mentor and develop junior team members within the customer operations team.
• Collaborate with senior leadership to drive revenue growth and operational efficiency.
• Serve as escalation point for complex customer issues with proactive problem solving.
• Oversee post-shipment activities, including billing disputes, claims, and performance analysis.

Skills

Leadership

Communication

Analytical thinking

Strategic thinking

Industry experience

Mentorship

MS Office

Data presentation

Education

Bachelor's degree in Business/Logistics or related

High School Diploma or GED

Tools

MS Office Suite

Excel

PowerPoint

Outlook

Job description

ROAR Logistics, Inc. is a global transportation service provider (3PL) and U.S. Customhouse Brokerage, offering an extensive portfolio of Rail, Ocean, Air, and Road services to aid clients in the delivery of their products around the world. ROAR utilizes state-of-the-art technology to coordinate, manage and track shipments from point of origin to final destination. ROAR delivers best in class customer service and support with comprehensive operations in major markets throughout the world.

Purpose Statement

We are seeking an experienced and driven Senior Customer Operations Representative to lead our customer acquisition efforts, manage key client relationships, and drive operational excellence within our third-party logistics (3PL) division. As a senior member of our team, you will play a pivotal role in optimizing margins, fostering strategic partnerships, and implementing best practices to ensure superior service delivery.

Key Accountabilities And Outcomes

• Lead the identification, targeting, and acquisition of high-value customers, utilizing advanced negotiation tactics and strategic communication to secure new business opportunities.
• Develop and implement sophisticated customer retention strategies, leveraging data analytics and market insights to anticipate and address customer needs proactively.
• Oversee the evaluation and acceptance of customer orders, applying expert judgment and industry knowledge to optimize revenue while balancing capacity constraints and market dynamics.
• Provide guidance and mentorship to junior team members, fostering a culture of continuous learning and professional development within the customer operations team.
• Collaborate closely with senior leadership and cross-functional teams to develop and execute strategic initiatives aimed at driving revenue growth and enhancing operational efficiency.
• Serve as a subject matter expert and escalation point for complex customer issues, leveraging advanced problem-solving skills and industry expertise to resolve challenges promptly and effectively.
• Lead post-shipment activities, including the resolution of billing discrepancies, claims management, and performance analysis, driving process improvements to enhance overall customer satisfaction and profitability.

Knowledge, Skills, And Experience

• High School Diploma of GED Equivalent required, Bachelor's degree in Business, Logistics, or related field required preferred.
• Minimum of 3 years of experience in the logistics industry or 2 years experience in Customer Operations with a proven track record of success in customer acquisition and retention.
• Advanced proficiency in MS Office Suite, including Excel, PowerPoint, and Outlook, with the ability to analyze data and present insights to stakeholders effectively.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Strong leadership capabilities, with a demonstrated ability to coach, mentor, and inspire team members to achieve their full potential.
• Strategic thinker with a keen analytical mindset and the ability to translate insights into actionable strategies and initiatives.
• Proven track record of driving results in a fast-paced, dynamic environment, with a focus on exceeding customer expectations and maximizing profitability.

Compensation

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$52,955.00 - $71,645.00

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity, standing up for fairness and maintaining a culture of belonging, to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race, color, religion, sex, national origin, disability, military or veteran status, or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s.

Please contact Rich’s Associate Experience Network at [e-mail] if you need assistance completing this application or to otherwise participate in the application process.