Title Sr. Customer Operations Representative

About the role

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 delivering products worldwide. ROAR utilizes state‑of‑the‑art technology to coordinate, manage, and track shipments from origin to final destination, delivering best‑in‑class customer service and support with comprehensive operations in major markets.

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.

Responsibilities

• 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 resolution of billing discrepancies, claims management, and performance analysis, driving process improvements to enhance overall customer satisfaction and profitability.

Qualifications

• High School Diploma or GED equivalent required; Bachelor’s degree in Business, Logistics, or a related field preferred.
• Minimum of 3 years of experience in the logistics industry or 2 years in Customer Operations with a proven track record of success in customer acquisition and retention.

Skills

• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook) with the ability to analyze data and present insights to stakeholders.
• Exceptional communication and interpersonal skills, capable of influencing and collaborating across all organizational levels.
• Strong leadership capabilities, demonstrated ability to coach, mentor, and inspire team members to achieve their full potential.
• Strategic thinker with a keen analytical mindset, able to translate insights into actionable strategies and initiatives.
• Proven track record of driving results in a fast‑paced, dynamic environment, focusing on exceeding customer expectations and maximizing profitability.

Pay

Annual range: $52,955.00 – $71,645.00 (base compensation estimate; actual amount may vary based on experience, knowledge, skills, abilities, shift differential, and location).