Service Operations Representative

RoadRunner

. Manage and resolve post-implementation service requests and operational issues for Mid-Market customers .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSenior💰 $21 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing post-implementation service requests and operational issues for Mid-Market customers, with a strong focus on vendor management, service level agreements, and high-touch B2B customer support. Proficient in analyzing operational data to identify root causes and drive effective solutions in a fast-paced environment.

Highest-signal resume keywords

Vendor ManagementService Level Agreements (SLAs)B2B Customer SupportAnalytical Problem-SolvingProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

LogisticsSupply ChainHigh-Volume EscalationsOperational Data AnalysisService Documentation

Soft Skills

De-EscalationClear CommunicationAdaptabilityConflict Management

Tools & Technologies

HubSpotSalesforceZendeskERP Systems

Industry Keywords

Customer SuccessAccount ManagementOperational IssuesService ExpectationsHauling Partners

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Manage and resolve post-implementation service requests and operational issues for Mid-Market customers
Troubleshoot complex, non-standard customer problems and serve as a primary knowledge resource
Ensure ticket documentation is accurate, complete, and aligned with best practices
Monitor the unassigned Mid-Market queue and promptly address critical service requests
Respond to internal communications regarding complex Mid-Market service issues
Maintain expert knowledge of service expectations, best practices, process changes, service updates, and new guidelines
Serve as the main contact for external hauling partners, communicate customer needs, coordinate scheduling updates, and secure service adherence
Collaborate with Customer Success, Sales, Operations, and Account Management teams
Relay hauling partner information, service changes, and resolution details to internal teams
Negotiate same-day recoveries and hold vendor partners accountable to SLAs
Report to the Manager, Service Operations; no direct reports

Requirements

What you’ll need

3–5+ years in service/logistics roles, such as Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations
Proven experience managing third-party vendors and haulers, resolving issues, and enforcing strict Service Level Agreements (SLAs)
High-touch B2B customer support experience in high-volume environments
Ability to de-escalate upset clients and maintain clear communication during long-resolution workflows
Ability to organize, manage multiple projects, prioritize conflicting assignments, and adapt to changing business needs with minimal supervision
Strong analytical and problem-solving skills
Ability to analyze operational data/metrics and identify root causes of recurring failures
Comfort navigating complex B2B software environments such as HubSpot, Salesforce, Zendesk, and ERP systems
Strong verbal and written communication skills
Ability to drive assertive solutions without direct authority, facilitate tough conversations, and manage conflicting priorities
Comfort with ambiguity and ability to make timely decisions while maintaining quality and accountability
Availability for a high-volume, fast-paced, phone-heavy environment with constant phone/digital availability
Must be willing to work a set schedule
Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

Benefits

Comp & perks

3% bonus
Remote work arrangement
No travel required (0%)
Equal opportunity employment and reasonable accommodations