Customer Operations Lead - Chicago or Phoenix at Edge Logistics

At Edge Logistics, we deliver superior transportation management solutions to our customers through efficiency, technology and innovation. The success of our business is dependent on prioritizing the partnerships we have with our customers through efficient communication, providing value to their business, and always focusing on excellent customer service.

The Operations Lead will drive the Operations team in multi-level, operational account execution for Edge Logistics customers with a focus on value creation, profitability and streamlined operational efficiency and accuracy. This role will require a strong customer-focus, attention to detail, critical problem-solving skills, the ability to collaborate across functions, and capacity to coach/mentor key account specifics across the Operational support team.

BENEFITS

• Health, dental, and vision insurance
• 401K matching program
• Free and confidential professional coaching through Boon
• Continued learning and career development opportunities

CRITICAL RESPONSIBILITIES & DUTIES

• Support Customer Sales, Account Management and Operations team in the execution of daily account operations driving customer expectations and overall account strategy.
• Leverage company resources to establish and cultivate customer relationships, identify potential problems, and communicate potential innovative solutions and services.
• Lead and collaborate with Account Management and Sales in successful onboarding of new customers with focus on customer KPI documentation, billing requirements and customer service expectations.
• Develop Edge Logistics Standard Operating Procedures and lead expectations with Operations team.
• Master customer service scorecards or metrics and utilize them to drive performance improvement both internally and externally.
• Streamline and train Award Management optimization to route dedicated freight, confirming proper carriers are being assigned to appropriate loads.
• Prioritize company turnaround expectations and customer satisfaction with detailed management of assigned shipments throughout the load board.
• Ensure all scheduling is covered daily, weekly, and monthly by working collectively with all necessary team members.
• Manage time-sensitive problems and requests through proactive communication, both internally and externally.
• Evaluate customer orders and equipment availability to discover potential synergies that can optimize value for the company and its associates.
• Coach and train the accurate authorization and finalization of load details (e.g. accessorial charges) necessary for the successful completion of deliveries and accurate billing to the support team.
• Master the team portfolio with regards to customer priorities, carrier needs, synergies, and solutions.
• Collaborate and communicate with Account Managers to identify potential opportunities or pitfalls, efficiency and quality enhancements.
• Prioritize phone and email communication to enhance productivity and departmental response times to customers and/or resolving problems.
• Assist Account Management with truck offer acceptance by understanding internal and external market conditions, Edge Logistics carrier selection criteria, and unique customer traits that enhance shipment flexibility.

• Looking for candidates in both Chicago, IL and Phoenix, AZ. This role is primarily an in office role
• Bachelor's or Associate's degree preferred
• Minimum of 1-2 years' experience in a customer service problem solving, operations, or account management role or,
• 1+ years' experience at logistics-oriented employment
• Highly skilled in organization and time management
• Strong technical skills and TMS familiarity
• Strong attention to detail and goal-oriented
• Exceptional customer service and relationship management skills
• Strategic and inventive approach to problem-solving potential issues
• Promote and thrive in a team-based environment
• Exhibit exceptional communication abilities, both in written and oral form
• Proficiency in the Microsoft Office platform
• Availability for urgent customer issues and needs after-hours

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