Coordinator, Live Client Operations

Coordinator, Live Client Operations, Remote

REMOTE, USA 

CENTRALIZED LIVE OPS SUPPORT – CLIENT OPERATIONS

FULL TIME – REMOTE (USA)

About Veho

Veho’s mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.

For too long, parcel delivery companies have focused solely on efficiencies and cost-management. Veho focuses on the end-customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a platform of crowdsourced drivers and a network of hyper-local delivery stations. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery, and give customers control on how, when and where their package is delivered.

Customers LOVE us. Despite growing at a record-speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars, and an unprecedented on-time delivery rate of 99.9% – far above every other company in the country.

In short, we are building the logistics platform of the future.

Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay and Amazon, three former public company CEOs, early investors in Lyft and Instacart, as well as prominent venture capital firms General Catalyst, Tiger Global, and Softbank. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.

About the Role:

The starting hourly pay for this role is $23.00. The pay range is subject to the discretion of the Company.

The Live Client Operations Coordinator, is a talented go-getter who will bridge the gap between Veho’s logistics/warehouse operations and our client’s operations, making informed decisions day-to-day which will lay the foundation for successful inbound of goods from client to Veho and seamless warehouse operations involving load quality assurance, sort location accuracy, shipping label functionality, etc. The ideal candidate is a curious self-starter, organized, and has exceptional communication skills.

Responsibilities Include:

• • Provide live decision support to Veho delivery teams including ground operations, marketplace, driver ops, and others by representing the client point of view, for example: Ensure compliance with client agreements and client-related SOPsLive problem solving for operational incidents
  • Escalate exceptions to appropriate Veho or client stakeholders
  • Utilize in-depth knowledge of contractual and non-contractual agreements with all clients to inform decisions and guide incident management process, for example: Track injection window assignments & compliance
  • Advise teams regarding oversized packages and damage thresholds
  • Communicate directly with client operational stakeholders, e.g., transport managers, dispatchers, etc. to coordinate critical logistics activities such as truck ETAs
  • Diligently document on-the-ground realities and observations that are relevant to client service and communications and customer experience, e.g., damaged loads, labeling errors, late arrivals, etc.
  • Prepare and/or review client billing summaries and claims submissions based on standard and exceptional services rendered on the ground
  • Manage data quality for packages via regular reviews & cleanup as necessary to ensure clients always have accurate data flowing to them
  • Cascade important information from clients to delivery teams as directed
  • Support the Regional Client Operations Manager and team with projects as needed

What You Bring:

• • Clear communicator who is excited to collaborate with many cross-functional stakeholders in a high-energy environment
  • Proud to be the expert on all client contracts in your market(s)
  • Quick critical thinking and problem-solving, but knows when to ask for help
  • Comfortable with multi-tasking – comfortable communicating across Slack, email, phone, etc., and never loses track of a thread!
  • Highly organized and detail-oriented
  • Interest in logistics, shipping, and last-mile delivery
  • (Preferred) Previous experience in logistics and coordinating the movement of shipments preferred

Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission: to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers. We are deeply value-driven (Ownership, Candor, Team Success, Human) and care tremendously about investing in people. We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time. Applicants must be able to understand and effectively communicate orally and in writing with all parties regarding work matters, which are generally conducted in English. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.