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Service Operations Representative
RoadRunner. Manage and resolve incoming post-implementation service requests and operational issues for Mid-Market customers .
Core Competencies
Role fitCore 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, issue resolution, and adherence to Service Level Agreements (SLAs). Proficient in analyzing operational data to drive solutions and improve service delivery in high-volume environments.
Highest-signal resume keywords
Vendor ManagementService Level Agreements (SLAs)B2B Customer SupportAnalytical Problem-SolvingHigh-Volume Environment Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
LogisticsSupply ChainCustomer ServiceOperational Data AnalysisIssue ResolutionProject ManagementService DocumentationProcess KnowledgeComplex Problem TroubleshootingHigh-Volume Escalations
Soft Skills
Clear CommunicationDe-EscalationConflict ManagementOrganizational SkillsDecision-Making
Tools & Technologies
HubSpotSalesforceZendeskERP Systems
Industry Keywords
Mid-Market CustomersB2B Account ManagementThird-Party VendorsService ExpectationsOperational Issues
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Manage and resolve incoming post-implementation service requests and operational issues for Mid-Market customers
- Troubleshoot complex, non-standard customer problems using industry and process knowledge
- Ensure ticket documentation is accurate, complete, and aligned with established 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 point of contact for external hauling partners
- Communicate customer needs, coordinate scheduling updates, and secure adherence to service requirements
- Collaborate with Customer Success, Sales, Operations, and Account Management teams
- Relay hauling partner information, service changes, and resolution details to internal teams
- 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
- Experience pushing for timely issue resolution 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, transparent communication throughout long-resolution workflows
- Ability to organize, manage multiple projects, and prioritize conflicting assignments with minimal supervision
- Strong analytical and problem-solving skills
- Ability to analyze operational data and metrics to identify root causes of recurring failures
- Comfortable 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
- Ability to work in a high-volume, fast-paced setting 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
- Bachelor's Degree is preferred, not required
Benefits
Comp & perks- 3% bonus
- Remote work arrangement
- No travel required (0% travel)