Customer Success Specialist

hace 3 semanas


Monterrey, Nuevo León, México Worldwide Express A tiempo completo

Posted Tuesday, February 11, 2025 at 7:00 AM
PURPOSE
The Customer Success Specialist will provide multi-level, operational account execution for GlobalTranz customers to maximize the company value creation and profitability opportunities.
The Customer Success Specialist will have a strong customer-focus, attention to detail, and the ability to collaborate across functions, both internally and externally.
ESSENTIAL DUTIES & RESPONSIBILITIES
Support the Customer Success Manager and Enterprise Account Director(s) in the execution of daily account operations in support of the overall strategy and within customer expectations
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 (SOP's)
Route dedicated freight within the Customer Success team, confirming proper carriers are being assigned appropriate loads
Work collectively with team members to make sure all scheduling is covered daily, weekly, and monthly
Proactively communicating and managing 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 charges) necessary to close out loads into delivered status
Observe and assist Customer Success 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
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Creative and strategic approach to problem-solving and potential issues
Customer service/relationship management
Exceptional time management and organizational skills
Demonstrate excellent written and verbal communication skills
Excel in team-based environment
QUALIFICATIONS/EDUCATION
In lieu of degree, combination of education and 3 years of experience will be considered
Minimum of 3 years experience in a customer service, operations, account management, or administrative role
1+ years experience at GlobalTranz or other logistics-oriented employment
Proficiency in the Microsoft Office platform

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