Operations Specialist

The Customer Operations Specialist is responsible for providing support to the customer operations team and supporting all operational aspects for Customer Service levels, the life cycle of an order including order acceptance, track and trace, after hours support and validation, and approval of accessorials. This role will analyze, create and provide data driven reports and insights into bettering our performance across metrics that matter most to our retailers. This role is also be involved with continuous improvement projects, onboarding new employees, vacation coverage, and leading other key initiatives.

• Analyzes data to identify opportunities and make recommendations to streamline processes, including but not limited to focus on improving customer service, customer in-stocks, on-time delivery, on-time pick up, percent of loads tendered, percent of loads scheduled, and percent of loads completed
• Create and produce data visualization and presentation support to Customer teams selling story. Proactively identify opportunities and match solutions based on data insights to exceed customer expectations.
• Provides vacation and turnover coverage for the Customer Excellence Team for Customer Operations Managers
• Serves as a Subject Matter Expert in all regions and maintains an in-depth understanding of customer specific metrics, life cycle of an order, while occasionally providing leadership and direction to other teammates
• Gathers information to provide Customer Service reporting to both leadership and customer teams, and trends data over time to determine process improvement initiatives that focus on improving our customer expectations and daily operations
• Leads special projects assigned by leadership each quarter, including but not limited to projects involving sourcing changes, technology implementations, process improvements, and cost-saving initiatives
• Other duties as assigned

• 1 to 3 years of transportation experience
• 1 to 3 years of customer service experience
• Strong facilitation and problem solving skills
• Must have excellent written and verbal skills

• Bachelor's degree
• 2 years of education beyond high school in college or technical school
• Knowledge acquired through 1 to up to 3 years of work experience

• Bachelor's degree
• Experienced in Power BI, Sigma, Tableau, Microsoft Office, Snowflake and SQL Queries

Office Environment

This position will sit in office at the Customer Connection Hub building located in at Charlotte, NC 28269