Operations Analyst - Market Operations
Haul is looking for a well-spoken, high achiever who thrives in a fast-paced, high-pressure environment to join Market Ops team. This is a multi-faceted role responsible for Fleet, Driver, and Operational Support.
You are essentially the bridge between our operations and the customer experience. Your primary role will be to resolve any issues or answer any questions customers may have while requesting a Haul driver. You’ll also be a point of contact for our Haulers. This means that in addition to handling our fleet support line, you’re constantly monitoring the ratings, emails, tweets, etc. and proactively finding solutions to outstanding problems. Here at Haul, support is one of the defining aspects of our brand, and as an Operational Analyst, you'll be a crucial part of our voice.
The ideal candidate is empathetic; level-headed and comfortable in his/her own skin. Your middle name is “patience”. You possess the ability to maintain your cool in the face of potential firestorms of human emotion. We want someone who is confident and conscious, and who frequently strives to engage those around them in real, authentic interactions. We’re not looking for someone to read a script, but someone to converse with our fleet partners and Haulers. This is an opportunity to let your personality shine through while maintaining laser focus and attention to detail. Most importantly, you’ll be multi-tasking, writing and talking a lot, so you must have an abundance of energy and be ready to bring your best self to the job every minute!
-Provide email, phone, Chat and SMS support to Fleet partners and Haul drivers.
-Achieve world-class customer satisfaction ratings
-Perform real-time analysis and problem-solving of orders to provide optimal solutions for Haul stakeholders
-Operate in a highly autonomous environment which empowers you to make decisions
-Contribute to high impact projects
-Strategically think about operational improvements and efficiencies
-Strong communication/writing skills
-At least 1 year of professional work experience
-A friendly and customer service oriented demeanor
-Comfortable multi-tasking in a fast-paced work environment and problem-solving quick on your feet.
-A drive to consistently deliver results and exceed expectations.
-Ability to learn web-based applications
-A hunger to learn
-Logistics and transportation industry experience is a plus
-Proven history of customer support (preferred)