Operations Specialist - Logistics Customer Service & Fulfillment

Job Description

Job Description

Job Description:

Operations, Specialist – Logistics Customer Service & Fulfillment

Position Summary:

As an Operations Specialist – Logistics Customer Service & Fulfillment, you play a critical role in the success of Allegro’s logistics service. In this administrative business operations role, you will support day-to-day routing and order lifecycle execution, while analyzing performance data, solving complex fulfillment challenges, formulating customer solutions/satisfaction, and driving continuous improvement across markets. This role requires a high level of independent judgment, attention to detail, and strong communication to ensure we meet service and cost expectations. You will be required to report to our local Headquarters in Eagan, MN.

Key Responsibilities:

Fulfillment Operations

• Design efficient delivery means using internal tools and external data to meet customer expectations and optimize cost
• Assign, track, and verify proper fulfillment partners for scheduled deliveries and pickups
• Monitor daily routing completion and communicate status to internal/external stakeholders

Customer and Partner Support

• Monitor all shipments and actively trace routes to ensure timely and accurate delivery
• Collaborate with customer service to address delivery issues, customer complaints, and fulfillment agent challenges
• Identify and remediate delivery agent shortfalls in real time
• Communicate directly with fulfillment agents to provide guidance and resolve escalations
• Respond to reschedule requests, job site readiness confirmations, and customer inquiries via email, phone, or chat
• Conduct complex problem-solving using data and operational insights to implement effective solutions
• Apply logic and reasoning to evaluate options and recommend action plans when issues arise
• Produce accurate reports and data extracts for internal teams and customers
• Ensure real-time communication and route updates to all stakeholders
• Complete audits of delivery data to ensure accurate job completion and revenue capture
• Provide support in validating and resolving customer and vendor invoice and estimate discrepancies

Analytics and Continuous Improvement

• Track and report on market-level KPIs, including cost, timeliness, and service level performance
• Conduct root cause analyses of delivery exceptions and failed deliveries to drive systemic improvements
• Recommend process or technology enhancements to improve routing accuracy and delivery agent performance
• Analyze vendor and customer invoicing data for accuracy, trends, and improvement opportunities

Qualifications:

• Excellent critical thinking and problem-solving skills; able to make sound decisions with limited supervision
• Proven experience in route planning, dispatch, or transportation logistics (final mile preferred)
• Strong interpersonal and communication skills (written and verbal)
• Ability to work in a high-volume, deadline-driven environment with strong attention to detail
• Strong customer service orientation with a bias for action and resolution
• Proficiency in Microsoft Office, especially Excel; experience with Order Management Systems (OMS) a plus
• Understanding of logistics concepts, transportation contracts, and delivery agent performance metrics
• Bilingual language skills are a plus

Preferred Experience:

• Experience working with 3PLs, delivery agents, or carrier networks
• Familiarity with performance dashboards, routing tools, or TMS/OMS platforms
• Prior experience supporting multi-market or national logistics operations

Benefits:

We offer competitive compensation and a generous benefits package, including:

• Health, dental, and vision insurance
• 401(k) with company match
• Life insurance and disability coverage
• Paid time off and holidays
• Career development and growth opportunities

Physical/Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical requirements include the ability to sit and stand for several hours at a time, walk, reach, bend, stoop, stretch, lift, push, transport, and move up to 25 pounds and to talk and hear.
• Manual dexterity and visual acuity are needed to operate normal office equipment, such as a computer, telephone and copier. Specific vision abilities include close, distance, color and peripheral vision, depth perception, and the ability to adjust focus.

Environmental/Working Conditions:

This role will work out of our corporate office in Eagan, MN. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in an indoor office environment and involves frequent contact with customers, vendors, employees, and the public
• Some weekend and evening hours may be required

About ACS Logistics Holdings:

We are a fast-growing logistics and transportation company with three different areas of business. Anderson Cargo Services specializes in managing freight and custom shipping solutions. Allegro Home Delivery specializes in nationwide home deliveries of large-scale items, with a focus in the middle and final mile home delivery market. DataTrec offers data center relocations and provides safe, secure, high-speed transportation services and logistics for data center enterprise equipment.

Allegro Home Delivery provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.