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 performed in a general office environment or remote. 

 

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)