Client Success Coordinator

4 weeks ago

Irvine, California, United States Forward Air Full time

Company Overview:

Omni Logistics is a global provider of air, ocean and ground services, including supplemental services for enterprises dependent on the efficient movement of high value freight. Omni Logistics is a wholly owned subsidiary of Forward Air, a leading asset-light provider of transportation services across the United States, Canada and Mexico. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first- and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. We are more than a transportation company. Forward is a single resource for your shipping needs.

Position: Client Success Coordinator

Compensation: $24.00-$28.00 per hour

Job Description:

Are you passionate about helping fashion brands thrive? Join Ramp Logistics as a Client Success Coordinator and become a key player in our dynamic team As a leading network of 3PL warehouse locations with decades of experience, we specialize in providing top-notch order fulfillment services to the fashion, lifestyle, and action sports industries. Since our inception in 2000, we've grown from a single warehouse in Orange County to a strategic network across California, serving companies of all sizes. This role is perfect for those who love assisting various fashion brands in growing their operations and ensuring their success through sound logistic practices.

The Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our clients. The Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding and ensure client expectations are fulfilled. From the point of view of our clients, our Client Success team is Ramp Logistics.

This role serves as a key liaison between clients and all departments and services provided by Ramp Logistics. This includes handling client communications between departments, and coordinating with warehouse functional areas (shipping, receiving, VAS, inventory control, returns), finance, sales, and external vendors such as freight carriers.

Core Responsibilities & Duties:

  • Monitor shipping and receiving activity to ensure compliance with SLAs and work specifications
  • Respond to client email and phone inquiries
  • Develop and manage client relationships, building understanding and trust
  • Track and follow up on outstanding client requests and issues to ensure timely resolution
  • Initiate claims and investigations with internal departments and external vendors on behalf of clients
  • Contribute to continuous improvement efforts to deliver better service to clients over time
  • Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
  • Collaborate with internal departments and external vendors to deliver results for clients
  • Assist as needed with onboarding new clients; coordinate with Operations and other departments to ensure client needs and expectations are understood
  • Other duties as assigned Job Requirements & Qualifications:
  • High school diploma or GED equivalent
  • 1-2 years or more experience in a customer service or customer-facing role
  • Strong written and oral communication skills
  • Strong organizational and planning skills
  • Teamwork and collaboration skills, ability to interact at all levels of the organization
  • Problem- solving ability
  • Ability to quickly learn new software such as WMS, ERP, and reporting tools
  • Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines
  • Maintain a positive, customer-centric mindset focused on solutions
  • Experience working with WMS systems or ERP systems (such as Manhattan or Netsuite) Preferred
  • Experience working within a 3PL fulfillment service specializing in apparel and footwear Preferred

What We Offer:

  • Competitive base salary
  • Two weeks of paid time off within the first year of employment, sick time and holidays
  • Company provided life insurance
  • Health, vision, and dental insurance options
  • Commuter benefit plan
  • Optional supplemental life insurance
  • 401(k)
  • Wellness program
  • A great place to work with a terrific culture

#IND

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies ) " publication

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