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
