Customer Success Representative

4 days ago

Dallas, Texas, United States M W Logistics Llc Full time
Job Description

Job Title: Customer Success Advisor

M W Logistics Llc is seeking a Customer Success Advisor to provide multi-level operational support and customer service for customers through tracking and tracing activity, ensuring on-time delivery and pick-up.

Key Responsibilities:

  • Promptly secure delivery, pick-up and rescheduling appointments, recording details/directions in the system.
  • Clarify load requirements with carriers, confirming drivers have proper information to pick-up/deliver.
  • Manage order entry and create orders for customers through systems, phone, and email.
  • Reschedule appointments for pick-up/delivery.
  • Supervise and Monitor pools in the market where your customers have trailer pools.
  • Exercise discretion and independent judgement regarding handling demanding situations and provide timely escalation and/or feedback to direct supervisor about service failures, customer complaints, or other matters requiring attention.
  • Maintain and Monitor service levels provided to M W Logistics Llc customers as required.
  • Provide Accessorial Approvals.
  • Quickly and proactively resolve problems that arise while the load is in transit.
  • Accurately enter EDI reason codes for scorecards.
  • Other duties as assigned (Based on business need).

Professional Qualifications and Experience:

  • Bachelor's degree in marketing, logistics, or related field preferred or must have a minimum of 2 years demonstrated/related transportation industry experience and minimum of 2 years of strong customer service experience.
  • Working knowledge of Microsoft Office Programs (Outlook, Excel and Word).
  • Working knowledge of McLeod preferred.
  • Excellent written and verbal skills with emphasis on professional phone and email etiquette.
  • Excellent interpersonal skills with ability to build positive relationships with customers and team members.
  • Superior organizational skills and detail orientation.
  • High customer service orientation.
  • Team player with proven ability to excel in a team-based environment.
  • Possess a sense of urgency.
  • Ability to multi-task, plan/prioritize and execute quickly in a fast-paced environment.
  • Quick learner with ability to receive and give clear instructions.
  • Demonstrates high level of professionalism, critical thinking and judgment to solve problems efficiently/effectively.

Characteristics for Success in This Role:

  • Strong initiative and can work independently.
  • Takes initiative to assess and improve operational efficiencies of normal work tasks.
  • Excellent time management and prioritizing skills.
  • Must be able to handle several tasks at once in a fast-paced environment.
  • Takes pride in work, exhibiting accuracy and attention to detail.
  • Solution-oriented mindset.
  • Ability to work in ever-changing, dynamic environments.

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