- Manage and resolve all incoming service requests and operational issues that occur after services are active (post-implementation) for Mid-Market customers.
- Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.
- Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health.
- Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly.
- Respond promptly and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues.
- Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers.
- Maintain understanding of all relevant process changes, service updates, and new guidelines.
- Serve as the main point of contact for external hauling partners (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence.
- Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are correctly configured.
- Communicate critical hauling partner information, service changes, and final resolution details to appropriate internal teams.