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Manager, Customer Operations

| Chicago
About Us:
We are building a company at the intersection of tech and logistics; creating a high achieving, thoughtful, inclusive, and people-centric culture. We're a group of passionate professionals with backgrounds across supply chain, logistics, bots, product, and engineering. 
Working together, we are creating a better transportation experience for our Team, Carriers, and Customers. We have a loft space in Fulton Market that is built around collaboration and openness. It is also dog friendly and has a meditation room!
Fraight AI is a workflow automation company disguised as a freight brokerage. We’re automating the $300B Contract Truckload Freight Market with a Human + Machine, tech-enabled services approach.
We’ve built Archie (our AI bot) to be able to automate 80% of the boring, routine tasks that are critical to the life of a freight broker, allowing our team to deliver quality and consistency while focusing on problems only people can solve. 
Our leadership has founded 7 companies (including 5 exits) and Fraight AI has been recognized by Built-In Chicago as 50 Startups to Watch in 2018, ChicagoInno, and FreightWaves Best in Show. 
About You:
We are seeking a senior team member experienced in customer operations in a brokerage environment, who is hungry to challenge the status quo. As the customer operations manager, this is an opportunity to tangibly shape the future of a company and of an industry. Like any challenge it takes a comfort with ambiguity and an incredible amount of hard work, and you get to do it with a team of people working in the same direction who enjoy working together.
About the Role:
As the Manager of Customer Operations for Fraight AI, you will be responsible for providing excellent customer service, while overseeing daily operational functions including: correcting customer problems, data entry, load building, scheduling appointments, and more. The ideal candidate will work well in a dynamic and fast-paced environment while maintaining the ability to multi-task and prioritize responsibilities that include management and operations tasks.
Management Drive
  • Initially handle day to day tasks and then grow into managing other customer operations team members to ensure the following responsibilities are handled excellently
Be Customer Focused
  • Oversee operational management for designated accounts, providing exceptional customer service
  •  Plan and execute on customer accounts - ensuring we have set high goals for customer service and are executing against those goals
  • Identify, investigate and correct unusual customer problems and order delays
  • Provide freight status updates to both shippers and receivers, customers, and internal parties
  • Communicate relevant updates to customers and/or internal carrier account teams as needed.
  • Efficient and effective problem-solving related to customer shipments.
Operational Excellence
  • Schedule freight pick-up and delivery appointments
  • Data entry work building orders in our proprietary system.
  • Verify all freight charges, and resolve all accounts receivable discrepancies prior to final invoicing
  • Generate and process appropriate paperwork for orders, maintaining a strong attention to detail
Represent the Culture and the Brand of Fraight AI
  • Have an eagerness for learning and a willingness to constantly improve your own performance
  • Be a thought leader and a teacher to your teammates and clients
  • Acquire and integrate industry knowledge and insight related to general trends, methodologies, emerging technologies and competitors.
  • 3+ years in a brokerage environment, with an emphasis on OTR truckload.
  • You have an entrepreneurial spirit.
  • You have the ability to work flexible schedules

  • Experience in a leadership role, such as team lead
  • Your goal is not just to be in the top 1% of service providers, but to be The 1. Your customers call you because you shoot them straight, and you get done what you say you’re going to.
  • Competitive base salary
  • Equity grant, so each person in the company is rewarded and feels a sense of ownership as the company grows
  • 401k plan available with a variety of investment options
  • Fraight AI covers 75% of team member’s medical premium and offers dental and vision insurance
Healthy Living
  • Delicious snacks and beverages provided by Fraight AI
  • Weekly team lunches sponsored by Fraight AI
Family & Vacation
  • Paid family leave and flexible work from home upon returning from leave
  • Flexible work from home policy
  • 9 paid holidays per year
  • 5 weeks paid time off per year
  • Ventra pre-tax benefit program
  • Learning resources (books, subscriptions, etc)
  • Solid tools. Fast mac, big monitor, nice headphones
  • Monthly team events outside of the office
  • Weekly all hands meetings
Commitment to Diversity:
We get it. The demographics of tech companies don’t match up with America. We believe in changing that and we are actively looking for candidates from all backgrounds. We intend to challenge the status quo in tech demographics by introducing innovative recruiting and HR practices that seek out, support, and join individuals from diverse backgrounds

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Technology we use

  • Engineering
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    • PythonLanguages
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    • ReactLibraries
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    • PipedriveCRM
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CoLane is in trendy Fulton Market / West Loop with tons of great lunch spots, restaurants, and bars nearby. It is central to public transport too!

What are CoLane Perks + Benefits

Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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