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.

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.

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

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.