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Customer Operations Specialist



Customer Service, Operations
United States
Posted on Monday, July 17, 2023
Job Category

Customer Operations

About Emerge

Emerge is reinventing freight procurement. Transforming the $800 billion trucking industry, Emerge empowers meaningful logistics relationships through its award-winning Freight Procurement Platform.

Built by freight professionals for freight professionals, Emerge is evolving the procurement process by offering solutions that enable shippers and carriers to make more empowered, strategic decisions that are backed by real-time connectivity and AI-driven decision-making.

Founded in 2017, and located in Scottsdale, Arizona, Emerge is one of the fastest-growing technology startups in the U.S.

Job Summary

The Customer Operations Specialist’s role is to operate assigned customer accounts. You will address customer needs and service their business. We expect you to be an energetic, goal-driven person with excellent communication skills.

This role may often be challenging so you should be able to remain calm and polite in tough situations. Your goal will be to foster long-term relationships with customers and service their accounts at a high level.

  • Responsible for the operational execution of assigned accounts
  • Work with the ASE and leadership to execute the strategy outlined for an account
  • Work with carrier team to ensure service, understanding & performance meets/exceed customers' KPIs
  • Escalate any service issues to ASE/leadership for action
  • Execute CAPs as customer reporting dictates & work internally to implement and track improvement
  • Work in Sigma to monitor respective account performance

Required Skills/Abilities
  • Experience in customer service is a plus
  • Proficient in MS Office; familiarity with Salesforce
  • Strong communication and negotiation skills
  • Excellent organizational and multitasking ability
  • Assertiveness and confidence
  • Goal-driven with the ability to work under pressure
  • Good problem-solving skills
  • High school diploma: BS/BA in business is preferred

Physical Requirements
  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times