What are the responsibilities and job description for the Customer Operations Associate I position at RJ Logistics?
Description
Summary
This role is responsible for supporting and executing streamlined day-to-day operations for RJ Logistics’ customer shipping needs. Support day-to-day operational tasks such as quoting, documentation, load building, shipment activation, exceptions, and escalations delivering positive solutions.
Key Responsibilities/Essential Job Functions
Operational Excellence: Provide timely quotes, manage documentation, ensure accurate details and equipment needs, build loads and routing plans, activate shipments, identify exceptions in the booking and tracking process, and conduct order-level service escalations promptly and professionally. Schedule pickup and delivery appointments based on customer-specific needs and priorities.
Summary
This role is responsible for supporting and executing streamlined day-to-day operations for RJ Logistics’ customer shipping needs. Support day-to-day operational tasks such as quoting, documentation, load building, shipment activation, exceptions, and escalations delivering positive solutions.
Key Responsibilities/Essential Job Functions
Operational Excellence: Provide timely quotes, manage documentation, ensure accurate details and equipment needs, build loads and routing plans, activate shipments, identify exceptions in the booking and tracking process, and conduct order-level service escalations promptly and professionally. Schedule pickup and delivery appointments based on customer-specific needs and priorities.
- Communications: Consistently monitor the team email queue. Communicate with a proactive service oriented, customer-centric approach with a strong sense of urgency.
- Process Adherence: Maintain and follow current operating procedures to ensure consistency and compliance with company standards. Navigate internal and external customer TMS and related technology tools ensuring all transactions, documentation, and interactions are accurately recorded.
- Results: Meet or exceed performance metrics. Seek out continuous improvement opportunities to enhance service quality, operational efficiencies, and personal development.
- Additional Duties: Perform other responsibilities and duties as assigned to support the overall logistics functions.
- Strong organizational and administrative skills to manage multiple shipments and deadlines.
- Basic problem-solving abilities to handle disruptions in shipping schedules or other logistics issues.
- Detail oriented with accuracy in shipments, records, and managing details.
- Well-developed interpersonal skills and service skills with the ability to always uphold professionalism respectful treatment of peers and customers. Take personal responsibility and keep commitments.
- The ability to quickly adjust to new conditions, priorities, or challenges in a dynamic work environment.
- Excellent verbal and written comprehension skills.
- Thrives in a team based collaborative environment with an independent result focus.
- High school diploma or GED required. Bachelor’s degree in a Business, Supply Chain, or related field, preferred.
- Minimum of 1 year experience in logistics, transportation, sales, or a service-focused role.
- Excellent computer skills, including Microsoft Suites (Excel, Word, Outlook).
- Ability to sit in a stationary position for prolonged periods of time.
- Ongoing computer usage and typing. Specific vision abilities and fine manipulation required.
- Frequent human interactions require listening, expressing, and exchanging ideas verbally and written.
- Cognitive skills needed to complete tasks (e.g., learning, problem-solving, comprehending)
- Light to moderate noise levels (i.e., business office with computers, phone, printers, light traffic).
- Regular, predictable attendance.
- Light lifting up to 20 pounds may be required.
