Customer Operations Representative: Vehicle
RPM is an international non-asset-based logistics and supply chain solutions company. Our focus is to provide customizable solutions tailored to support today’s complex supply chains. As one of the fastest-growing logistics companies in North America, RPM executes thousands of shipments per month through a combination of digital innovations and an unwavering commitment to customer success. RPM has evolved as a disruptive and differentiated, end-to-end transportation service provider, to meet the ever-changing needs of its customers.
RPM proudly services some of the most recognizable and transformative companies in the world as The Driving Force in Logistics™Your RoleThe Customer Operations Representative role is integral to our continued success and mission to remove the complexity from logistics. You need to be a team player, dedicated to your customer, passionate about our industry, and disciplined to do what it takes to get the job done. If you are energized by overcoming challenges from both clients and carriers and by building lasting relationships, then accelerate your career with our rapidly growing company.
We empower our employees to take charge and step up to any challenge.Day-to-Day Responsibilities
- Ensure all shipments (VINs) are added to the system via integrations or manually
- Ensure all information is accurate in each shipment including, but not limited to pick up dates, location notes, equipment needed, item details, specialized requirements, SLA expectations
- Identify any errors, troubleshoot solutions and escalate errors that cannot be fixed
- Advise VIN planning on location and customer strategy to maximize truckload efficiency, suggesting opportunities for improvement
- Validate order details and conduct audits of orders to confirm accuracy and completeness
- Execute marketplace strategy for each customer, suggesting opportunities for improvement
- Work with the carrier team to support customer shipments. Ensure the proper shipments are prioritized using correct hashtags and tracked through to completion
- Ensure options are reviewed and approved, countered, or declined taking profitability, service, and customer experience into consideration
- Ensure customer SLA is communicated properly internally and coverage options are taken to meet customer expectations
- Develop relationships with customers to understand their challenges and needs; ensure RPM is exceeding expectations and collaborating on opportunities for growth
- Provide proactive communication internally and externally; address any customer day to day questions quickly and professionally
- Perform pre-qualification process and update location profiles with accurate information
- Ensure all shipment have accurate rates and are invoiced correctly in a timely manner
- Run customer reports, such as aging, as required
- Collaborate with team members on customer specific training or coverage, remaining flexible as business and team needs shift daily
Preferred Qualifications
- Bachelor’s Degree
- 2- 4 years of Logistics Experience
- Customer Service/Support background
- Ability to Manage Multiple Projects
- Adaptable Team Player
Compensation and Benefits
- Base + Commission Pool
- BCBS (medical), Delta Dental & VSP (vision)
- Life insurance, short & long-term disability – paid by RPM
- Maternity & Paternity Leave
- 401(k) with generous employer match
- Unlimited PTO – use it!
Come as You AreRPM is an Equal Opportunity Employer. RPM does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.This job description is intended to define the general nature of the work performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills of employees in this role.
All our employees may be required to perform duties outside of their normal responsibilities from time to time.Recruitment Agency NotificationRPM does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, RPM employees, or any other company location. RPM is not responsible for any fees related to unsolicited resumes.
