Operations agent

Where the team was stuck.

• 01Operations coordinators triaged ~800 emails a day — quote requests, delivery updates, invoice questions — and manually copied data into three separate systems.
• 02Simple approvals (rate exceptions, credit holds) waited hours because the right approver was on a truck or in a meeting.
• 03Every mis-keyed reference number cost 20 minutes of investigation later.

What changed.

The coordinator team stopped growing linearly with volume. In the six months after launch, shipment volume grew 22% while headcount stayed flat. The team now spends its time on exceptions and customer relationships instead of data entry.

• 12+ hrs

  reclaimed per FTE per week
• 94%

  of emails auto-triaged
• 31 min

  avg approval, down from 4.2 hrs