Description

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Service Delivery Specialist – General | Drive Operational Excellence & Deliver Exceptional Customer Service at The Pasha Group

The Pasha Group is seeking a customer-focused, solutions-driven Service Delivery Specialist – General to ensure seamless transportation and logistics operations for key customer accounts. In this role, you will serve as a trusted liaison between customers, Sales, Operations, and internal business teams, proactively resolving service challenges, monitoring shipment performance, and ensuring customer expectations are consistently met.

As a key contributor to service delivery excellence, you'll build strong customer relationships, coordinate equipment and shipment activities, analyze operational performance, and identify opportunities to improve efficiency, reduce costs, and enhance the overall customer experience.

Deliver Exceptional Customer Service & Operational Excellence

Build trusted relationships, anticipate customer needs, and ensure consistent service delivery across the shipment lifecycle. 

• Manage Customer Relationships: Serve as a primary point of contact for assigned customer accounts and facilities, developing strong partnerships and ensuring service expectations are understood and met.
• Drive Service Excellence: Monitor shipment performance, identify potential service disruptions, and take proactive action to maintain service level agreements and customer satisfaction.
• Resolve Complex Issues: Independently investigate operational challenges, conduct root cause analysis, and coordinate corrective actions and service recovery efforts.
• Support Customer Operations: Address equipment inventory concerns, pickup coordination, driver issues, hazardous material declarations, document corrections, and other service requirements.
• Communicate Proactively: Provide timely shipment updates, service status reports, and issue resolutions to customers and internal stakeholders.
• Partner with Sales: Collaborate with Sales Account Management to align operational processes, resources, and service improvements with customer requirements.

Coordinate Shipment Activities & Equipment Management

Keep cargo moving efficiently by managing equipment availability, shipment coordination, and operational requirements. 

• Optimize Equipment Resources: Evaluate equipment needs at customer facilities and coordinate appropriate allocations of 45-foot, 40-foot, and refrigerated containers.
• Manage Equipment Availability: Monitor equipment pools, balance supply levels, and recommend adjustments based on vessel capacity and operational demand.
• Reduce Equipment Costs: Analyze demurrage and detention activity, provide customer reporting, and support timely recovery and redeployment of empty equipment.
• Coordinate Bookings: Create, update, and distribute shipment bookings and confirmations to appropriate stakeholders.
• Support Transportation Operations: Collaborate with internal teams to address dispatch, terminal, equipment flow, and shipment-related challenges.
• Maintain Operational Compliance: Support customer-specific requirements and established transportation processes to ensure consistent, reliable execution.

Drive Performance, Reporting & Continuous Improvement

Turn operational data into actionable insights that improve service quality, efficiency, and customer satisfaction. 

• Monitor Service Performance: Track customer requirements, service metrics, and operational trends to identify opportunities for improvement.
• Deliver Performance Reporting: Prepare and distribute weekly activity reports, specialized customer reports, and internal and external scorecards.
• Maintain Data Accuracy: Ensure shipment records, customer systems, databases, and supporting documentation remain accurate and current.
• Support System Integration: Collaborate with technology teams and business units to maintain consistent data flow and reliable performance measurements.
• Improve Operational Processes: Identify recurring service challenges, recommend solutions, and support corrective actions that strengthen service delivery.
• Collaborate Across Teams: Work closely with onshore and offshore operations, Sales, and support teams to resolve issues and implement service enhancements.

What You Bring

• Education: Associate degree in Business, Transportation/Logistics, or a related field, or an equivalent combination of education and directly related experience required; bachelor's degree in Business Administration, Logistics, or a related field preferred.
• Experience: 3+ years of client relationship support and issue resolution experience within the transportation or logistics industry.
• Industry Knowledge: Working knowledge of containerized shipping processes, including contracting, bookings, invoicing, dispatch, equipment flow, and terminal operations.
• Transportation Analysis: Ability to evaluate routing efficiency, transportation costs, operational performance, and service metrics.
• Customer Service: Exceptional relationship-building skills with a demonstrated ability to understand customer needs and deliver effective solutions.
• Problem-Solving: Strong analytical skills with the ability to independently investigate complex issues, determine root causes, and implement solutions.
• Technology Skills: Intermediate proficiency with Microsoft Excel, Word, and Outlook, along with strong data-entry accuracy and reporting capabilities.
• Communication: Excellent verbal, written, and listening skills with the ability to collaborate effectively across teams and customer organizations.
• Organization & Adaptability: Ability to manage competing priorities, meet deadlines, and respond effectively to changing operational conditions.
• Operational Awareness: Foundational knowledge of emergency management principles and transportation-related incident coordination.

Your Strengths

• Customer-Focused: You anticipate customer needs, build trust, and take ownership of delivering an exceptional service experience.
• Solutions-Oriented: You approach challenges with curiosity, sound judgment, and a commitment to finding effective resolutions.
• Detail-Driven: You maintain accurate information, monitor performance closely, and recognize issues before they escalate.
• Collaborative: You build productive relationships across departments and work effectively with diverse teams and stakeholders.
• Results-Minded: You take initiative, follow through on commitments, and continuously look for ways to improve performance.

Why You’ll Love Working at The Pasha Group

At The Pasha Group, you'll play an important role in connecting customers with reliable transportation and logistics solutions. Your expertise, initiative, and commitment to service excellence will directly contribute to stronger customer relationships and more efficient operations.

You'll be part of a collaborative organization guided by Excellence, Honesty, Integrity, Innovation, and Teamwork, with opportunities to make meaningful contributions to customer satisfaction and continuous improvement.

Work Environment & Travel

This position works primarily in a corporate office environment, involving frequent computer use, customer communication, documentation, and collaboration with internal and external teams. The role may require lifting or moving items weighing up to 20 pounds.

Occasional travel is required, including the ability to travel independently to U.S. locations, including Hawaii.

Screening Requirements
Background Checks
 
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: Dallas, TX. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.
 
Zone 3: Starting rate $60,000; up to $70,000 for highly qualified candidates

The Pasha Group family of companies are EOE/AA Employers - Minority/Female/Veteran/Disabled/and other Protected Categories

Ready to Make an Impact?

Bring your logistics expertise, customer-service mindset, and problem-solving skills to The Pasha Group. Apply Now and help deliver the operational excellence, reliability, and exceptional service our customers depend on.

Disclaimer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. 

The Pasha Group family of companies are EOE/AA Employers – Minority/Female/Veteran/Disabled/and other Protected Categories