Customer Operations Lead - Equipment Management

ABOUT EDRAY

EDRAY thrives in the most complex part of the supply chain - the final import mile. Working on behalf of our shippers – our proprietary technology and team manage stakeholder execution across ports, rail, dray, chassis, and distribution centers to drive seamless coordination and continuous improvement in the performance of our shippers' networks. EDRAY continues to pave the way in supply chain innovation through additional solutions, industry benchmarks, and collaboration amongst our shipper community.

POSITION SUMMARY

We are seeking a highly organized and detail-oriented Customer Operations Lead to support the daily operations and strategic management of customer chassis fleets. This role will serve as a key liaison between drayage carriers, M&R vendors, chassis providers, and internal teams to ensure accurate tracking, compliance, and optimal utilization of chassis assets across customer networks.

This position requires strong communication and relationship management skills, including regular interaction with customer stakeholders and the ability to confidently lead discussions and present operational insights in a clear, actionable format.

The ideal candidate brings a background in supply chain or logistics operations and is comfortable operating in a fast-paced, client-facing environment. This role will begin with managing chassis programs for new customers and evolve into other equipment management (i.e. sensors).

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

Stakeholder Coordination & Communication:

• Communicate daily with drayage carriers and other stakeholders as needed, building strong working relationships and ensuring clear, professional communication at all levels of the organization.


• Engage with customer stakeholders, including leadership teams, to provide updates, address concerns, and ensure alignment on operational performance.


• Lead weekly calls with customers and drayage carriers to review operational updates, resolve issues, and align on upcoming priorities.


• Ensure drayage carrier compliance with chassis utilization expectations and service agreements.


• Monitor balance between chassis and container allocation among dray carriers on a weekly, monthly, and quarterly cadence.


• Manage chassis reassignment communication among dray carriers and coordinate reposition of units when necessary.


• Communicate network changes to chassis providers in a timely and accurate manner.


• Escalate issues through proper channels by acting as liaison between external parties and internal Technology/Systems teams.

Exception Handling:

• Confirm chassis location as needed.


• Audit occurrences of chassis damage and maintain record of responsible parties in the internal platform.


• Coordinate between Maintenance and Repair (M&R) vendors and drivers in the event of damage or service needs.


• Ensure that damage documentation is received for each occurrence and properly attached to the corresponding chassis in the internal platform.

Inspections & Regulatory Compliance:

• Coordinate scheduling for FMCSA and BIT inspections, ensuring timelines and regulatory standards are met.


• Monitor FMCSA and BIT inspection status for all applicable chassis units.


• Notify M&R vendors and drayage carriers of upcoming inspections due.

Ensure inspection documentation is collected and attached to the corresponding chassis profile in the internal platform

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Bachelor's degree in Supply Chain, Logistics, Business Administration, or related field (or equivalent experience).


• 1-3 years of experience in logistics, transportation, or fleet/equipment management.


• Strong verbal and written communication skills, with demonstrated experience engaging external stakeholders and leading professional discussions with customers or partners.


• High attention to detail and organizational skills, especially in compliance and documentation tracking.


• Proficiency in Excel and comfort working with operational platforms and internal systems.


• Ability to manage multiple priorities in a fast-paced environment.

Desired Skills/Experience:

• Experience in a customer-facing or stakeholder-facing role within supply chain or logistics strongly preferred.


• Experience working with drayage carriers, chassis providers, or M&R vendors.


• Familiarity with FMCSA and BIT inspection requirements.


• Prior experience coordinating equipment maintenance, tracking, or compliance efforts.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made.

• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.


• Frequently required to sit; occasionally required to stand and walk


• Occasionally required to reach with hands and arms


• Frequently required to talk or hear


• Occasionally required to bend, twist, or climb. Moderate concentration/intensity, which includes prolonged mental effort with limited opportunity for breaks.


• Average memory, taking into consideration the amount and type of information.


• Moderate level of complexity for decision making. Average time pressure of decision making.


• The noise level in the work environment is usually moderate

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.