Customer Operations Executive

Job Summary:

The Customer Operation Executive at Haulog will be responsible for driving customer engagement, retention, and success. This role ensures smooth customer onboarding, effective training, and ongoing support for our logistics management solution tailored for manufacturing companies. The position involves developing and optimizing Standard Operating Procedures (SOPs), managing escalations, and working closely with internal teams to enhance customer experience and product adoption.

Key Responsibilities:

Customer Success & Engagement:

• Build and maintain strong relationships with key customers to ensure long-term success.

• Develop and implement customer retention strategies.

• Lead customer onboarding and ensure smooth account setup.

• Oversee product training for customers and internal teams.

• Develop and maintain training materials and a knowledge base for customers.

Process Optimization & SOP Development:

• Define, document, and optimize SOPs for business and industry-specific operations.

• Identify process gaps and drive the implementation of solutions to improve efficiency.

Customer Support & Issue Resolution:

• Manage and resolve high-priority customer escalations, ensuring a positive experience.

• Gather and analyze customer feedback to drive product improvements.

• Act as the primary point of contact for customer issues, working closely with product and

technical teams.

Product & Business Development Support:

• Identify and document new development opportunities based on customer insights.

• Own and execute case studies and customer testimonials to showcase Haulog’s impact.

• Work with internal teams to continuously enhance the logistics management solution.

Qualifications & Skills:

• 2 to 4 + years of experience in customer operations, customer success, or account management.
• Experience working with manufacturing companies or in a logistics/SaaS environment is

preferred.

• Strong problem-solving and process optimization skills.
• Excellent communication and interpersonal skills to engage with customers and internal teams.
• Ability to manage multiple customers and prioritize effectively.
• Proficiency in using customer management and support tools.
• Strong analytical skills to interpret customer data and derive insights.

Why Join Haulog?

• Be part of an innovative logistics technology company transforming the manufacturing supply chain.
• Work in a dynamic and collaborative environment with industry leaders.
• Opportunity to shape customer experience and play a crucial role in product development.