Client Success Advocate

2 weeks ago


Glendale Heights, Illinois, United States OSM Worldwide Full time

Are you seeking a workplace that values a family-oriented atmosphere? OSM Worldwide is a rapidly expanding global B2C ecommerce logistics provider. Despite our growth, we maintain a close-knit culture reminiscent of a start-up. We are currently enhancing our Customer Success division.

We have an opening for a full-time, in-office Customer Success Specialist, working Monday through Friday from 9 AM to 5 PM. This role is vital in nurturing relationships with our esteemed clients. The Customer Success Specialist will deliver ongoing support via phone and email, address shipping inquiries, generate KPI reports, and ensure the accuracy of our data systems.

Key Responsibilities:

  • Deliver outstanding service to business clients by fostering relationships, resolving challenges, and collaborating on solutions tailored to customer needs.
  • Collaborate across departments to address customer concerns and identify root causes to mitigate future issues, involving teams such as Accounting, Operations, Transportation, and Technology.
  • Respond promptly and professionally to all customer communications.
  • Verify customer data submissions to ensure compliance with required specifications.
  • Support various departments in managing customer inquiries effectively.
  • Keep customers informed about any shipping modifications or updates that may impact their services.
  • Generate regular reports for clients, including transit times and tracking updates, and create customized reports based on specific customer requirements.
  • Oversee claims for lost or damaged parcels and manage reimbursement processes.
  • Alert customers regarding missing data files or issues with package processing.
  • Collaborate with the Customer Implementation team to ensure a smooth transition for new clients to our ongoing services.
  • Navigate and update various systems, including Zendesk and Salesforce.
Required Qualifications:
  • High school diploma is mandatory; some college education is preferred.
  • A minimum of two years of experience in customer service is required.
  • Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
  • Excellent communication and empathy skills to effectively resolve customer issues.
  • Experience with Zendesk and Salesforce is essential.
Benefits:
  • Comprehensive health coverage, including medical, dental, and vision plans.
  • Employer-sponsored short-term disability and life insurance.
  • Immediate access to paid time off and holidays.
  • 401K plan with a minimum employer contribution of 4-7% and profit-sharing options.
  • Gym reimbursement program.


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