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Customer Service Associate (with focus on dispatch & operations)

The ideal candidate will live in the Phoenix area but this is not required as this role is remote. Alternatively, people living in the Pacific time zone would be well suited for this role. We are looking for someone who can fill a time slot somewhere between 10AM-8PM Arizona time.

The Customer Service Associate is a critical frontline operations role responsible for overseeing dispatch operations, managing hauler relations, onboarding new drivers, and supporting customer success initiatives. This position ensures delivery quality, system accuracy, and stakeholder satisfaction, while serving as the key bridge between FERO’s marketplace participants — drivers and customers.

Who You Are:

  • Problem-Solver: You think on your feet and act quickly when issues arise.
  • Strong Communicator: You’re clear, professional, and confident in dealing with drivers, customers, and internal teams.
  • Detail-Oriented: You track orders, charges, and driver information with precision.
  • Team Player: You’re flexible, adaptable, and understand the fast-paced nature of a startup.
  • Customer-Focused: You know that happy drivers and customers lead to a thriving business.
  • Hard Worker-You do not shy away from challenging situations and obstacles. Instead, you see everything as a potential opportunity to improve, grow, and learn. The extra mile is yo

Key Responsibilities

I. Dispatch Management & Order Monitoring

Actively monitor the FERO dispatch board and coordinate daily hauls.

Assign and match haulers to jobs based on availability, location, and load type.

Track delivery progress, troubleshoot delays, and ensure on-time performance.

Proactively resolve order issues by:

  • Correcting pickup/delivery addresses.
  • Updating contact info and order notes.
  • Clarifying load types or delivery instructions.
  • Resolving technical issues with the app.

Monitor order lifecycle from acceptance to completion, ensuring all orders are closed cleanly with accurate documentation.

Review and enforce driver compliance with safety protocols (PPE, securement, load handling).

II. Driver Communications & Relationship Management

  • Act as a real-time point of contact for haulers, providing support throughout their active hauls.
  • Address questions, concerns, or escalations from drivers in a timely and professional manner.
  • Document and escalate driver performance or safety violations.
  • Proactively gather driver feedback to inform platform improvements.
  • Foster a positive, respectful, and team-focused hauler culture through daily communication.

III. Driver Onboarding & Qualification

  • Assist in processing and screening new hauler applicants (focus on trailer drivers).
  • Verify documentation, insurance, and equipment compatibility.
  • Guide new drivers through onboarding: app setup, delivery expectations, safety procedures, and earnings potential.
  • Reinforce operational best practices around securement, PPE, and professionalism.
  • Conduct first-haul quality checks to ensure readiness and proper protocol adherence.

IV. Order Changes, Charges & Documentation

Monitor all delivery jobs for change orders that impact pricing, including:

  • Extra mileage
  • Waiting time
  • Drive time
  • Equipment changes
  • Cancellations

Accurately track and log additional charges with associated documentation (driver name, job ID, timestamps, rationale).

Ensure internal systems reflect real-time updates for accounting and customer billing.

V. Shipper Engagement & Sales Support

Conduct periodic check-in calls with active customers to:

  • Confirm job satisfaction
  • Resolve service issues
  • Uncover potential repeat or new business opportunities

Log customer interactions and insights in CRM for team visibility and follow-up.

Help promote app adoption and encourage use of new features or upcoming promotions.

VI. Technical Feedback & Platform Optimization

  • Report system issues or app bugs to operations leadership and development team.
  • Log detailed reports on recurring errors from drivers or customers to improve platform usability.
  • Offer workflow suggestions to enhance both internal efficiency and the hauler/customer experience.

More About FERO

FERO was created to solve a critical gap in construction logistics: unplanned, last-mile deliveries. The big, scheduled shipments of heavy equipment aren’t the issue—it’s the smaller, urgent items like generators, pallets, or towable equipment that can cause costly delays. Businesses needed a faster, more cost-effective solution, and that’s where FERO comes in.

Our mission is to connect equipment rental, building material, and construction companies with drivers like you to handle these crucial deliveries quickly and efficiently, keeping job sites on track and running smoothly. Easter egg. Your attention to detail and thoroughness in reading all of this job description has found this hidden message. Send us a message through Indeed with the phrase "I found it" at the top. It will be favorably noted. We primarily serve the construction industry with a significant focus on equipment rental, construction suppliers, and construction companies.

FERO's Core Values

Servant Leadership

  • We lead by serving. We support, help, and empower our team, including our drivers that make FERO possible.

Humility

  • There’s no room for ego. We let our work speak for itself. Being humble means staying open to learning, treating everyone with respect, and being on team FERO in a big way.

Unapologetic

  • We own who we are and what we do. We know our lane and stay in it. We show up, we get the job done right. Our customers expect fast, safe, and quality deliveries, and that’s what we deliver.

Service to our people, to our customers, and then our company, in that order.

  • First, we serve our people – our team and our haulers. We support you with the leadership, teamwork, tools, resources, and the communication you need to succeed.
  • Second, we serve our customers – rental companies, suppliers, contractors, and crews who rely on us to keep their operations moving.
  • Third, we serve our company – because when our people and customers succeed, FERO succeeds.

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Day shift
  • Evening shift
  • Monday to Friday
  • On call
  • Weekends as needed

Work Location: Remote

Average salary estimate

$47000 / YEARLY (est.)
min
max
$42000K
$52000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

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VIEW MATCH
BADGES
Badge Diversity ChampionBadge Future MakerBadge Office VibesBadge Future UnicornBadge Rapid Growth
CULTURE VALUES
Customer-Centric
Rapid Growth
Diversity of Opinions
Reward & Recognition
Friends Outside of Work
Inclusive & Diverse
Empathetic
Feedback Forward
Work/Life Harmony
Casual Dress Code
Startup Mindset
Collaboration over Competition
Fast-Paced
Growth & Learning
Open Door Policy
Rise from Within
BENEFITS & PERKS
Maternity Leave
Paternity Leave
Flex-Friendly
Family Coverage (Insurance)
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
401K Matching
Paid Holidays
Paid Sick Days
Paid Time-Off
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
May 19, 2025

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