We are seeking a Client Solutions Senior Specialist with experience in transportation logistics, operational strategy, and client satisfaction. You will be part of a Client Operations team responsible for delivering customized operational solutions and providing high-level support to Account Management teams. You will be involved in managing complex workflow escalations, approving rate/status adjustments, and refining customer experience touchpoints. In this role, you will have the opportunity to use your experience in higher-level conflict resolution, QA data tracking, and managing both onshore and offshore support workflows.
You Are:- A Solutions Architect: You look beyond immediate problems to identify proactive, customized delivery solutions that drive growth and operational profitability.
- A Collaborative Liaison: You bridge the gap between client needs and internal operations with ease, professionalism, and strategic focus.
- A Detail-Oriented Expert: You possess a deep understanding of end-to-end logistics processes and maintain an unyielding commitment to data integrity.
- A Calm Problem Solver: You leverage advanced conflict-resolution skills and independent initiative to solve complex operational challenges.
- An Operations Communicator: You possess refined communication skills and phone etiquette to effectively manage cross-functional stakeholder expectations.
You Will:- Assist onshore and offshore staff with complex escalated operational issues to ensure rapid resolution.
- Review and approve dry run fees, INOP fees, price adjustments, and transport status changes.
- Process and organize inbound transport requests via phone and email while maintaining accurate customer records.
- Build proactive relationships to scale and continuously refine the customer experience.
- Maintain constant communication with transportation and dispatch teams to track and resolve order issues.
- Compile Quality Assurance (QA) reports, maintain data integrity in spreadsheets, and partner with leadership on operational strategy.
Who You Will Work With: Reporting to the Director, Client Operations, this role will collaborate with Account Management teams, Transportation/Dispatch teams, and offshore support staff on a daily basis.
Must Have's:- 8+ Years of experience in transportation logistics or a related operational field.
- High School Diploma or GED required.
- Proven track record in higher-level conflict resolution, QA data tracking, and customer service execution.
- Advanced proficiency in Google Workspace (specifically Google Sheets for data tracking and reporting) and Microsoft Office.
- Strong written and oral communication skills with a focus on active listening and effective cross-functional coordination.
Nice to Have's:- Bachelor's degree in Business, Logistics, or a related field.
- Prior Sales or Account Management experience to help identify growth opportunities within operations.
- Experience directly supporting or collaborating with offshore operational teams.
What We Offer: - Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement
Sound like a match? Apply Now - We can't wait to hear from you!
