Service Operations Representative

Job Summary: As a Service Operations Representative, you are the operational backbone ensuring our 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 both customers and third-party haulers. Beyond standard communication, you will take direct ownership of complex operational failures, negotiate same-day recoveries, and hold vendor partners strictly accountable to service agreements. Sitting at the intersection of logistics, account management, and vendor relations, you will drive high-stakes resolutions under pressure. If you are an assertive problem-solver who thrives in a fast-paced, phone-centric environment and brings a data-driven approach to partner accountability, this role offers direct influence and organizational visibility. Primary Duties Including % of time: 35% - Complex Service Resolution Management Post-Implementation Focus: Manage and resolve all incoming service requests and operational issues that occur after the services are active (post-implementation) for the Mid-Market customer base. Advanced Troubleshooting: Apply industry and process knowledge to troubleshoot and resolve issues, serving 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 and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues. 15% - Service Standards and Metrics Process Integrity: Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers. Knowledge: Maintain understanding of all 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 (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence. Internal Collaboration: Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are correctly configured to deliver the agreed-upon solutions. Information Relay: Communicate critical hauling partner information, service changes, and final resolution details to the appropriate internal teams to facilitate clear, consistent, and timely customer updates % Travel required: 0 Organizational Relationship:

Reports To: Manager, Service Operations

Direct Reports: None

Experience Level: 3–5+ years in service/logistics roles (e.g., Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations). Role Focus: Note: This position requires a dual focus— delivering exceptional frontline customer support while driving backend operational execution and vendor accountability. Vendor & SLA Accountability: Proven experience managing third-party vendors and haulers, pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs). Passionate about business results, quality, and metrics, with a strong sense of ownership. Customer Service Experience High-Touch B2B Customer Support: Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments. Proven ability to de-escalate upset clients, maintain clear and transparent communication throughout long-resolution workflows, and consistently advocate for the customer's needs. Strategic Thinking & Problem Solving Strategic & Tactical Execution: Strategic thinker with the ability to grasp tactical details. Proven ability to organize, manage multiple projects, and effectively prioritize conflicting assignments with minimal supervision while quickly adapting to ever-changing business needs. Analytical & Technical Aptitude: Strong analytical and problem-solving skills. Ability to analyze operational data/metrics to identify root causes of recurring failures. Comfortable navigating complex B2B software environments (e.g., HubSpot, Salesforce, Zendesk, ERP systems). Communication & Leadership Communication & Collaboration: Strong, dynamic verbal and written communication skills. Collaborate seamlessly across all functions of the organization. Influence & Conflict Resolution: Demonstrated success driving assertive solutions without direct authority, facilitating tough conversations, and managing conflicting priorities with both internal teams and external partners. Autonomy & Sound Judgment: Comfort with ambiguity; proven capability to act decisively and make timely decisions without having the whole picture, all while maintaining high quality and accountability. Operational Realities

Work Environment: High-volume, fast-paced setting requiring strong real-time problem-solving and constant phone/digital availability. Schedule Expectations: Must be willing to work a set schedule.

Education: Bachelor’s Degree is preferred