Customer Success Coordinator - MEX

Job description

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) are always 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. Physical Requirements NP Not Present O Occasional (Up to 25% of time) F Frequent (26%-74% of time) C Constant (75% or more of time)