Customer Success Manager
3 weeks ago
Job Details Job Location DGM Houston Greens - Houston, TX Position Type Full Time Education Level Some college coursework completed Travel Percentage Up to 25% Job Shift Day Job Category Warehouse Description ESSENTIAL DUTIES AND RESPONSIBILITIES: Team Management: Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. Manage the Operations Team, providing direction, support, and training to team members. Establish team goals, objectives, and performance metrics, and monitor team members' performance to ensure targets are met. Conduct regular performance evaluations and provide feedback to team members to facilitate professional growth and development. Regulatory Compliance: Stay up to date with local, national, and international regulations governing the transportation and handling of dangerous goods. Ensure the team's full compliance with all applicable regulations, including labeling, packaging, and documentation requirements. Review and approve shipment documentation, ensuring accuracy and adherence to regulatory standards. Training and Education: Organize and conduct training sessions for team members to enhance their knowledge of dangerous goods regulations, safety procedures, and best practices. Ensure team members are properly certified and trained to handle hazardous materials safely. Builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, warehouse team, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success Process Improvement : Continuously assess and improve Operations handling processes and procedures to enhance efficiency, safety, and compliance. Collaborate with cross-functional teams to implement best practices and streamline dangerous goods logistics. Collects and responds to feedback with focused support to identify customer needs and challenges Champion customer needs and drive initiatives to enhance customer experience Risk Management: Identify potential risks and hazards associated with dangerous goods handling and develop risk mitigation strategies. Investigate incidents and accidents involving dangerous goods processes and procedures, implementing corrective actions to prevent future occurrences alongside Customer Success Manager. Address any concerns or issues related to DG shipments promptly and professionally. Reporting and Documentation: Maintain accurate records of all dangerous goods shipments and ensure proper documentation is in place. Generate reports on DG team performance, compliance, and incident analysis for management review. Track and analyze customer success metrics to communicate customer health and trends Perform other tasks as assigned. Qualifications QUALIFICATIONS AND EDUCATION REQUIREMENTS Must have 5 years experience as manager in related industry field, i.e. freight forwarding, packing, warehousing, logistics, transportation, etc. Must have extensive knowledge of the function and department processes. Bachelor's degree in a relevant field (e.g., Logistics, Supply Chain Management, Chemistry, Engineering) or equivalent work experience. Previous experience in dangerous goods management, hazardous materials handling, or a related field. In-depth knowledge of local and international dangerous goods regulations (e.g., IATA, IMDG, ADR). CDGP is a plus. Self-starter with minimal supervision required. Client-focused, organized, and results-driven. Must be able to influence the organization's culture by ensuring everyone's aligned on its mission, purpose, and vision. KNOWLEDGE SKILLS AND ABILITIES Passionate about customer success and creative problem-solving Strong Oral communication speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings. Strong leadership and team management skills. Attention to detail and a strong focus on safety and compliance. Must have strong work ethics. Must be approachable and helpful. Problem solving identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. People skills maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things. Written communication edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information. Planning/Organizing prioritizes and plans work activities, uses time efficiently and develops realistic action plans. Quality control demonstrates accuracy and thoroughness and monitors own work to ensure quality. Adaptability adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events. Dependability consistently at work and on time, follows instruction, responds to management direction and solicits feedback to improve performance. Safety & security actively promotes and personally observes safety and security procedures and uses equipment and materials properly. WORKING CONDITIONS Able to work a varied schedule and/or unscheduled, and/or weekends, to complete projects and meet deadlines in response to changing demands. Able to work in fast paced environment with high daily pressure to meet deadlines. Able to perform work indoors in an office environment, regardless of whether cubicle, open office or private office. PHYSICAL REQUIREMENTS Able to demonstrate the manual dexterity to operate a personal computer effectively. Able to communicate orally in a clear manner. Able to hear oral communication either in person or on equipment such as telephone or mobile phone. Able to operate a personal computer, either desktop or laptop, for extended periods of time creating, composing and reviewing documents and spreadsheets. Able to operate office equipment, including telephone, mobile phone, photocopier, fax machine, scanner and calculator Ability to lift 10 lbs. occasionally for the duration of a shift Ability to sit for long periods of time The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or tasks that may be required. Additional Notes DGM provides equal employment opportunities to qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other status protected by applicable federal, state, or local law.
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