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Senior Customer Success Specialist

2 months ago

Des Plaines, United States Worldwide Express Full time

PURPOSE
The Sr. Customer Success Specialist will have a strong customer focus, attention to detail, and the ability to lead and collaborate cross functionally, both internally and externally.

ESSENTIAL DUTIES & RESPONSIBILITIES
•Support the Enterprise Account Director(s) and Manager(s) in the execution of daily account operations in support of the overall strategy and customer expectations
•Collaborate with Enterprise Account Director(s) and Manager(s) to understand and drive strategy and processes throughout the team and department
•Research, participate in account meetings, and partner with Enterprise Growth team to develop and in-depth knowledge of a client's expectations as well as their overall business
•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 (SOPs)
•Create, maintain and upkeep account specific SOPs and effectively communicate all procedural changes internally
•Oversee customer-specific metrics and reporting (scorecards, key performance indicators) and work collectively with the Enterprise Account Director(s) and Customer Success team to drive high levels of customer service and provide corrective actions when necessary to maintain customer compliance
•Route dedicated freight within the operations team, confirming proper carriers are being assigned appropriate loads
•Capture transactional business and expand solution offerings by building strong relationships and document information in GlobalTranz's systems
•Work collectively with team members to make sure all scheduling is covered daily, weekly, monthly and proactively communicate and manage 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) necessary to close out loads into delivered status
•Observe and assist Customer Success Management team on email inbox responses to drive efficiencies and department response times regarding load acceptance and scheduling
•Understand team portfolio with regards to customer priorities, carrier needs, synergies, and solutions
•Assess market conditions regarding load acceptance; interpret the foreseeable impact, and escalate to the appropriate parties
•Delegate non-core responsibility such as scheduling, load entry, and truck acceptance in accordance with department policies for standardization of accounts
•Collaborate with and lead team through out of office and surge volumes to ensure proper account coverage
•Help mentor Customer Success Coordinators and Customer Success Specialists on assigned accounts and identify / execute tasks according to priority

REQUIRED KNOWLEDGE/SKILLS/ABILITIES
•Ability to gain a strong understanding of accounting, finance, and business transactions
•Strong organizational skills with a high attention to detail and ability to multi-task
•Excellent verbal and written communication skills
•Ability to effectively address and problem solve service issues in a professional manner
•Strong work ethic with the capacity to work independently as well as part of a team
•Ability to work hybrid schedule including in-office hours

QUALIFICATIONS/EDUCATION
•Bachelor's Degree
•3-5 years' experience in a customer service, operations, or administrative role
•1 year of experience in sales or account management at GlobalTranz or similar industry
•Experience in transportation, warehousing, or logistics
•Proficiency in Microsoft Office platform