Operations Service Specialist

Position Type:

Full time

Schedule:

Monday- Friday 5:00 AM – 2:00 PM

Surus, LLC is a premier non-asset-based logistics provider headquartered in Grand Rapids, Michigan. Surus specializes in providing customized, cost-cutting transportation solutions to manufacturers and distributors across North America.

At Surus, we understand how important reliable transportation is to profits, customers, and a business’s overall success. Our service model is based on comprehensive expertise in managing transport logistics across several industries, and we have first-hand knowledge of the hurdles shippers face daily. Freight doesn’t wait for the office to open or for Monday to arrive, and neither does our service.

Job Summary:

As an Operations Service Specialist on our early and weekend shift, you will be the first point of contact for customers and carriers before the office opens and through the weekend. You’ll pick up active loads from overnight, manage early pickups and deliveries, and work alongside the day team on weekdays..

Essential Duties and Responsibilities:

•      Review overnight activity at the start of each shift and hand off clear notes to the service team so nothing falls through the cracks between shifts.

•      Track and trace all load assignments to ensure accurate, on-time delivery of time-sensitive freight.

•      Initiate check calls and calls with drivers on all pickups and deliveries, and keep load status current in our Transportation Management System.

•      Monitor freight through carrier and tracking websites to confirm delivery times and notify customers of potential delays before they have to ask.

•      Respond to calls, texts, and emails from customers, carriers, and drivers.

•      Handle disruptions such as late trucks, breakdowns, detention, missed appointments, and reschedules, escalating to on-call leadership when needed.

•      Build loads and schedule appointments that drive successful execution.

•      Book loads and provide quotes within established pricing guidelines; route anything outside those guidelines to the on-call account manager.

•      Work cooperatively with account management and sales to resolve service issues and support customer communication, pricing, and problem solving.

•      Document every issue and help identify patterns that improve our processes.

Qualifications and Competencies:

•      1+ year in freight brokerage, dispatch, logistics customer service, or a similar fast-paced service role; trucking experience is a strong plus.

•      Calm under pressure, with the ability to juggle several urgent issues without dropping any of them.

•      Strong verbal and written communication skills, on the phone and in writing.

•      Comfortable working independently with minimal supervision, especially on weekends.

•      Proficient in Excel, Google Drive, and various business systems; experience with a TMS is a plus. We’ll train you on ours.

•      Detail-oriented: you catch problems before they become late loads.

•      Reliable availability for a Monday - Friday, 5:00 AM – 2:00 PM schedule.