Customer Success Representative

Customer Success Manager responsibilities and essential job functions include, but are not limited to the following:

• Develop and maintain strong relationships with customers, as assigned by the Corporate Accounts Manager, understanding their needs and ensuring their satisfaction with provided services.

• Serve as the primary point of contact for customers regarding day-to-day activities, serving as the liaison between the company and the customer, and facilitating communication between them and other departments within the brokerage, such as Sales, Operations and Finance

• Create logistics solutions and solicit opportunities for account growth. Work to increase the volume of business with existing Corporate Account customers while, also, focusing on customer retention strategies.

• Monitor delivery of services to Corporate Account customers, ensuring that their requirements are met efficiently and effectively. This will involve oversight of shipments and resolving any issues that arise.

• Address and resolve customer concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive.

• Collect and analyze customer feedback on provided services, and make recommendations to Customer Service Manager on service/process improvement.

• Collaborate with sales and operations teams, devising sales strategies and logistics solutions to ensure that customer needs are understood and met

• Track and report on key performance indicators (KPIs) related to customer satisfaction and service delivery.

• Monitor market trends and industry developments to provide customers with informed and up-to-date advice and solutions.

• Assist in bid preparation focused on strategic analysis in tandem with Pricing and Carrier Procurement.

• Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity.

• The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.

Qualifications, Knowledge, Skills and Abilities:

• High School Diploma or GED; Bachelor’s Degree preferred.

• Account Management experience; within a 3rd party logistics environment preferred.

• Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal preferred.

• Sound decision-making abilities to resolve inquiries independently while adhering to company guidelines.

• Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.

• Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners. Proficient in building and maintaining positive relationships with colleagues, customers, and stakeholders.

• Ability to actively listen and empathize to understand customer needs and provide personalized support.

• Ability to be proactive, strategic and detail-oriented with a strong commitment to quality, efficiency and effectiveness.

• Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons.

• Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.

• Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, Outlook).

• Ability to read, write and speak English fluently.

• Ability to maintain regular and reliable attendance, with or without reasonable accommodation.