Customer Success Coordinator

hace 7 días


Monterrey, Nuevo León, México Worldwide Express A tiempo completo

Posted Monday, March 10, 2025 at 6:00 AM

PURPOSE

The Customer Success Coordinator is responsible for handling the foundational level operations and day-to-day processes for their respective assigned accounts while growing their business with GlobalTranz as a whole. The Customer Success Coordinator will work directly with their respective team members to make sure their assigned customers receive the utmost customer service levels and a smooth start-to-finish experience with GlobalTranz. The Customer Success Coordinator is responsible for ensuring all daily tasks are completed in accordance with department policy and procedure guidelines and any additional customer-specific SOPs.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Ensure all account activities are in accordance with established standard operating procedure for their assigned account
  • Ensure all shipments are built properly in their respective transportation management system (TMS), all appointment times entered properly, and logistically feasible for success
  • Assist their pod members in ensuring that their assigned customer(s) arealways satisfied in their partnership with GlobalTranz
  • Work directly with Customer Success team members to ensure finance collections are being handled smoothly and in accordance with GTZ (or customer-specific contract) states
  • Work directly with Carrier Sales to ensure they are following the customer's SOP guidelines
  • Capable of stepping in and managing their account(s)in the absence of respective team members
  • Respond to all customer emails and phone calls within a timely fashion
  • Proactively monitor customer shipments to ensure on-time load deliveries and pick-ups

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Extremely detail-oriented and goal-focused
  • Willingness to learn on-the-fly while retaining coaching and training
  • Proactivity toward daily tasks
  • Available after-hours for any necessary customer urgent issues and needs that may occur
  • Exceptional time management and organizational skills
  • Demonstrate excellent written and verbal communication skills
  • Excels in team-based environment
  • Required to work a hybrid schedule including in-office hours

QUALIFICATIONS/EDUCATION

  • Associate's or bachelor's degree preferred
  • 1-2 years' experience in a customer service, operations, administration, transportation, warehousing, or logistics role preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment or remote.

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