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Customer Success Specialist

2 months ago

Tempe, United States Worldwide Express Full time

PURPOSE

The Customer Success Specialist will provide multi-level, operational account execution for GlobalTranz customers to maximize the company value creation and profitability opportunities. The Customer Success Specialist will have a strong customer-focus, attention to detail, and the ability to collaborate across functions, both internally and externally.

ESSENTIAL DUTIES & RESPONSIBILITIES
- Support the Customer Success Manager and Enterprise Account Director(s) in the execution of daily account operations in support of the overall strategy and within customer expectations
- Utilize GlobalTranz’s resources to maintain and enhance key customer relationships, recommending new solutions and services through the evaluation of changing market conditions and customer needs
- Manage load board for all assigned shipments, ensuring GlobalTranz’s turnaround standards and customer expectations are being met
- Maintain high level of urgency on execution of customer accounts within GlobalTranz’s standard operating procedures (SOP’s)
- Route dedicated freight within the Customer Success team, confirming proper carriers are being assigned appropriate loads
- Work collectively with team members to make sure all scheduling is covered daily, weekly, and monthly
- Proactively communicating and managing time-sensitive daily requests and problems such as expedites, re-routes, diversions, late drivers, bounced loads, and incorrect or missing shipment information
- Analyze customer orders and equipment availability to identify synergies that will maximize value for GlobalTranz and business partners
- Approve and finalize load information (i.e. accessorial charges) necessary to close out loads into delivered status
- Understand team portfolio with regards to customer priorities, carrier needs, synergies, and solutions

REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Creative and strategic approach to problem-solving and potential issues
- Customer service/relationship management
- Exceptional time management and organizational skills
- Demonstrate excellent written and verbal communication skills
- Excel in team-based environment

QUALIFICATIONS/EDUCATION
- Bachelor’s degree required
- In lieu of degree, combination of education and 3 years of experience will be considered
- Minimum of 3 years experience in a customer service, operations, account management, or administrative role
- 1+ years experience at GlobalTranz or other logistics-oriented employment
- Proficiency in the Microsoft Office platform