Partner Relations Customer Service Representative

Partner Relations Customer Service Representative

Roadrunner's partner carrier network is a critical extension of our business. The Partner Relations Customer Service Representative serves as the primary connection between Roadrunner and our transportation partners, ensuring operational consistency, performance accountability, and exceptional service execution across the network. This role exists to strengthen partner relationships, improve operational performance, and drive alignment between external carriers and internal stakeholders. Success in this position means creating a seamless partner experience, proactively resolving issues, maintaining performance compliance, and providing actionable insights that support service excellence and business growth. The ideal candidate combines strong customer service instincts with analytical thinking, operational discipline, and a commitment to execution. This individual plays a key role in helping Roadrunner deliver reliable service while fostering productive, long-term partnerships that contribute to organizational success.

Responsibilities

1. Strengthen Partner Relationships

• Serve as the primary point of contact for assigned Partner Carriers, building trusted and productive business relationships.
• Support partner engagement efforts that align with service, operational, and growth objectives.
• Maintain regular communication with partners regarding performance, expectations, and operational updates.
• Foster collaboration and accountability through consistent follow-up and proactive issue resolution.

2. Drive Operational Performance

• Monitor daily operational activity and partner service levels across assigned accounts.
• Analyze performance metrics and identify opportunities for improvement.
• Ensure compliance with company policies, operational standards, and safety requirements.
• Escalate critical service issues and partner concerns appropriately to support rapid resolution.

3. Resolve Service and Shipment Challenges

• Troubleshoot shipment issues and operational exceptions with urgency and professionalism.
• Coordinate with internal and external stakeholders to identify root causes and implement solutions.
• Support timely communication related to shipment status, service disruptions, and corrective actions.
• Help minimize customer impact by facilitating effective problem resolution.

4. Support Partner Onboarding and Compliance

• Lead onboarding activities for new Partner Carriers.
• Train partners on Roadrunner systems, Partner Portal functionality, and operating expectations.
• Monitor adoption of required processes and compliance standards.
• Ensure partner documentation and administrative requirements remain current and accurate.

5. Deliver Reporting and Business Insights

• Prepare and distribute daily, weekly, and monthly partner performance reports.
• Monitor key operational metrics, including OS&D, customer service performance, active shipments, imaging compliance, trailer unload timeliness, data entry accuracy, and CPOV performance.
• Maintain data integrity across reporting platforms and operational systems.
• Use reporting and analysis to support informed decision-making and continuous improvement initiatives.

6. Collaborate Across Functions

• Partner closely with Operations, Linehaul, Sales, Customer Service, and OS&D teams to support business objectives.
• Facilitate information sharing between internal stakeholders and partner carriers.
• Communicate operational updates, performance concerns, and business requirements effectively.
• Contribute to a culture of accountability, responsiveness, and service excellence.

Qualifications

Required Qualifications

• High school diploma or equivalent; additional education in business, logistics, transportation, or related fields is a plus.
• Minimum two years of experience in transportation, logistics, customer service, operations support, or a related environment.
• Experience managing multiple priorities in a fast-paced, service-driven organization.
• Strong analytical skills with the ability to review data, identify trends, and support operational decisions.
• Demonstrated ability to communicate professionally with internal and external stakeholders.

Technical Skills

• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Experience working with reporting and analytics tools such as Power BI.
• Strong data entry skills with a high level of accuracy and attention to detail.
• Ability to navigate databases, transportation management systems, and business applications.
• Typing proficiency of 35-40 words per minute or higher.

Functional Expertise

• Customer and partner relationship management.
• Transportation and logistics operations.
• Performance monitoring and reporting.
• Shipment issue resolution and service recovery.
• Administrative and operational support.

Preferred Qualifications

• Experience supporting carrier, transportation, freight, or logistics networks.
• Exposure to LTL or trucking operations.
• Experience onboarding business partners, customers, or vendors.
• Knowledge of transportation compliance, operational processes, and service metrics.

How You Operate

• You build credibility through responsiveness, follow-through, and professionalism.
• You think beyond individual tasks and understand how decisions impact broader operational performance.
• You balance customer service with accountability and operational standards.
• You communicate clearly, confidently, and respectfully with diverse stakeholders.
• You remain organized and effective while managing competing priorities.
• You identify issues early and take ownership of driving solutions.
• You value accuracy, consistency, and attention to detail.
• You collaborate effectively across departments to achieve shared outcomes.
• You use data to inform actions and support better business decisions.
• You adapt quickly to changing business needs while maintaining a positive attitude.

Compensation & Setup

• Compensation: $19.00-$20.00 per hour
• Location: On-site | Philadelphia, PA
• Benefits: Comprehensive benefits package including medical, dental, vision, life insurance, paid time off, and 401(k) eligibility.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Physical Demands

• Sedentary physical activity performing non-strenuous daily activities of an administrative nature.
• While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with the fingers, focus with close vision, and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand, walk, climb, balance, stoop, kneel, crouch or crawl and lifts objects up to 10 lbs.

Work Environment

• The noise level is moderate based on general conversation tones, ringing phones and laser printer operation.
• Work in well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

* The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company.

* Roadrunner is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

* We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!

#LI-Onsite Philadelphia, PA