Sr. Customer Operations Representative

Job DescriptionROAR Logistics, Inc. is a global transportation service provider (3PL) and U.S. Customhouse Brokerage, offering an extensive portfolio ofRail,Ocean,Air, andRoad 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 StatementWe 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.COMPENSATIONIn 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-$71,645.00Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity, standing up for fairness and maintaining