Sr Vehicle Operations Logistics Specialist - Non-Driver (Non-Auction)

Highly motivated Sr Vehicle Operations Logistics Specialist responsible for developing, strengthening, and maintaining strategic relationships with carrier partners to support operational performance, capacity growth, and service excellence. This individual will serve as the primary point of contact for carrier engagement, proactively addressing concerns, supporting carrier onboarding and retention efforts, and maintaining accurate carrier profile information within company systems.

To be successful in this role, the Carrier Relations Specialist must collaborate effectively across multiple internal departments to ensure alignment between carrier capabilities and business needs. The individual should possess a strong understanding of transportation operations, carrier lifecycle management, compliance requirements, and network performance expectations. They will serve as an advocate for both carrier partners and internal stakeholders by facilitating communication, resolving issues, and driving mutually beneficial outcomes.

Key Responsibilities

• Serve as an advocate for our network of carriers.
• Build and maintain strong relationships with carrier partners through regular communication and engagement.
• Serve as a primary escalation point for carrier questions, concerns, and operational challenges.
• Maintain accurate carrier records, profiles, certifications, and performance information.
• Partner with internal teams including Operations, Capacity Management, Compliance, Carrier Assurance, and Sales to ensure alignment and support carrier success.
• Conduct outbound carrier recruiting efforts to expand network capacity in targeted markets and service areas.
• Educate carriers on company technology platforms, mobile applications, and operational processes to drive adoption and compliance.
• Identify and recruit qualified carrier partners to fill network capacity gaps and support business growth.
• Analyze carrier feedback and performance trends to recommend process improvements and strengthen network effectiveness.
• Promote carrier retention through proactive relationship management and issue resolution.
• Support special projects and initiatives aimed at improving carrier experience, compliance, and operational performance.

Administration:

• Possesses excellent interpersonal skills and ability to work with diverse carriers and teams with diverse personalities, during high pressure scenarios, within extremely tight deadlines
• Draft clear, concise, and professional emails, case notes, carrier communications, and escalation responses.
• Maintain professionalism and stay composure during difficult conversations, escalations, and conflict resolution scenarios.
• Ensure case notes are complete, timely, and provide sufficient detail for cross-functional visibility and continuity.
• Strong ability to prioritize competing requests, manage multiple workstreams, and meet deadlines in a fast-paced environment.
• Take ownership of carrier inquiries from intake through resolution, ensuring timely follow-up and closure.
• Work effectively on multiple assignments, activities and projects
• Develop and maintain key processes established by the business
• Ensure timely and effective problem resolution

Skills:

• Proficient in Microsoft Excel, including data analysis, reporting, pivot tables, VLOOKUP/XLOOKUP, dashboards, and trend analysis.
• Experienced in Salesforce CRM, including case management, reporting, data maintenance, workflow tracking, and customer relationship management is preferred.
• Strong understanding of the auto transport industry, carrier types, truck types and capabilities is preferred.
• Strong attention to detail with a commitment to process adherence, data accuracy, and audit readiness.
• Ability to identify process gaps and recommend scalable solutions that improve carrier experience and operational efficiency.
• Excellent verbal and written communication skills.
• Ability to handle high pressure situations and tight deadlines
• Good judgment, discretion, tact and the ability to work easily at all levels within the organization 
• Experience handling escalations, conflict resolution, and customer service inquiries professionally.
• Ability to partner well with colleagues in a matrixed work environment.
• Ability to analyze large datasets and identify opportunities for operational improvement
• Ability to work independently and to undertake responsibilities with minimal guidance
• Adaptable and solutions-oriented mindset with a focus on continuous improvement and process optimization.
• Passion for and understanding of the automotive industry and ecosystem

Qualifications:

• High School Diploma / GED Required
• 3 years direct experience with customer service and/or operations
• 5 years automotive industry and/or logistics experience 
• Servant team member with ability to build strong trusted relationships
• Enjoys solving problems and able to resolve conflicts through strong mediation skills
• Motivated, driven, and can influence and drive teams to success
• Demonstrated ability to operate effectively in highly matrixed environments
• Demonstrated track record of developing and maintaining strong relationships
• Intermediate Excel Skills 

Work Environment:

• Occasional exposure to weather conditions, and noise.
• Long periods of sitting or standing in an office environment