Deliver unmatched experiences to usersThe opportunity:Our Senior Truckload Operations Associates focus on the customer service and daily operations of Flexport's Truckload business, executing daily operations that ensure our customers' freight moves where and when they need it. You bring years of customer experience with you. You're smart, detail-oriented, eager to learn and hungry to develop knowledge of the $800B U.S. freight industry. You excel in fast-paced, dynamic work environments and enjoy working collaboratively with customers and fellow team members. You'll work internally with Account Executives, Brokers, Product Managers, and offshore partners as part of a team relentlessly driving toward an exceptional customer experience and helping solve our customers' problems. You will bring strong data analysis skills to predict trends and see the big picture from a higher altitude. You lean into ambiguous situations, love solving problems and possess a knack for communication. You'll bring a shop keeper's ownership and an analyst's curiosity to get every shipment to its destination as efficiently as possible.You will:Deepen and own customer relationships by serving as the face of Flexport to our shippers and their freight teamsServe as the primary owner of the operational results and outcomes for an assigned shipper, shippers, or segmentProblem solve carrier on-the-road exceptions to ensure timeline recovery and appropriate communication to all impacted partiesCreate, document, and update Standard Operating Procedures (SOPs) for shipper accountsUnderstand the customer needs and Flexport's policies, processes and tools in order to direct offshore partners in end-to-end creation, scheduling and exception management of shipmentsProactively engage and communicate with customers to ensure service expectations are regularly exceeded and issue resolutions handled in the customer's desired mannerCollaborate cross functionally in order to optimize customer solutions, reduce waste, and drive growthIdentify trends and utilize data to drive improvement across accounts to lower the cost to service the customer and improve the quality of serviceTrain offshore partners on shipper specific processes and strategies as neededAttend customer meetings as needed to review results and speak to strategies to improveYou should have:2-5 years of experience providing excellent customer service and building strong professional relationshipsExceptional organizational skills and attention to detailStrong communication and interpersonal skills, both written and verbalSelf-motivated individual with proven issue resolution skillsAbility to multitask and prioritize efforts while working in a fast-paced environmentAbility to collect, analyze and utilize dataExperience building and maintaining strong relationships with customersCuriosity combined with an entrepreneurial spirit and 'solve-the-problem' mentalityBachelor's degree preferredIndustry experience a plusA "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.
