Customer Service Operations Specialist

Position Summary

Trucking Proz is seeking an experienced, customer-focused professional to support our OTR trucking operations. This position plays a key role in delivering an exceptional customer experience while working closely with Dispatch, Fleet Management, Planning, Drivers, Remote Operations, and After-Hours Support.

The ideal candidate is proactive, organized, solution-oriented, and takes ownership of customer communication and service challenges.

Key Responsibilities

Customer Experience & Communication

• Build and maintain strong customer relationships.
• Provide proactive shipment updates and manage customer expectations.
• Identify potential service failures and communicate solutions before issues escalate.
• Resolve customer concerns with professionalism and urgency.

Operations & Driver Support

• Collaborate with Dispatch, Fleet Management, and Planning to ensure smooth daily operations.
• Monitor shipments, appointments, and service exceptions.
• Support drivers with customer-specific instructions, appointments, and delivery requirements.
• Coordinate solutions for delays, detention, and customer-related challenges.

Remote & After-Hours Coordination

• Work closely with remote operations and after-hours teams to ensure consistent communication.
• Communicate priorities, customer requirements, and outstanding service issues.
• Ensure effective shift handoffs and follow-through.
• Identify opportunities to improve workflows and team efficiency.

Accountability & Continuous Improvement

• Maintain accurate shipment information and customer records.
• Take ownership of service issues through resolution.
• Support customer service performance goals and operational improvements.
• Promote teamwork, accountability, and proactive communication.

Qualifications

• 3+ years of experience in transportation, logistics, or customer service operations preferred.
• Strong understanding of OTR trucking operations.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with transportation management systems preferred.
• Self-motivated, dependable, and committed to exceptional service.

What Success Looks Like

• Customers receive timely, proactive communication.
• Drivers have accurate information and dependable support.
• Operations teams work together efficiently.
• Service challenges are identified and resolved quickly.
• Remote and after-hours teams receive clear communication and effective handoffs.

Our Expectations

At Trucking Proz, we believe great customer service goes beyond answering questions. It's about building relationships, anticipating needs, taking ownership, and working together to deliver exceptional results.

We are looking for someone who doesn't just react to challenges but helps prevent them.