Job Title: Customer Success Advisor

MW Logistics is currently positioning itself for growth. We are seeking individuals for the Customer Success Advisor position to join our team.

The Customer Success Advisor is responsible for providing multi-level operational support and customer service for customers through tracking and tracing activity (inbound/outbound phone calls, text, emails), ensuring on-time delivery and pick-up.

Responsibilities:

• Promptly secure delivery, pick-up and rescheduling appointments, recording details/directions in the system.
• Clarify load requirements with carriers, confirming drivers have proper information to pick-up/deliver.
• Manage order entry and create orders for customers through systems, phone, and email.
• Reschedule appointments for pick-up/delivery.
• Supervise and Monitor pools in the market where your customers have trailer pools.
• Exercise discretion and independent judgement regarding handling demanding situations and provide timely escalation and/or feedback to direct supervisor about service failures, customer complaints, or other matters requiring attention.
• Maintain and Monitor service levels provided to MWL customers as required.
• Provide Accessorial Approvals
• Quickly and proactively resolve problems that arise while the load is in transit.
• Accurately enter EDI reason codes for scorecards
• Other duties as assigned (Based on business need)

• Bachelor’s degree in marketing, logistics, or related field preferred or must have a minimum of 2 years demonstrated/related transportation industry experience and minimum of 2 years of strong customer service experience.
• Working knowledge of Microsoft Office Programs (Outlook, Excel and Word)
• Working knowledge of McLeod preferred
• Excellent written and verbal skills with emphasis on professional phone and email etiquette
• Excellent interpersonal skills with ability to build positive relationships with customers and team members.
• Superior organizational skills and detail orientation
• High customer service orientation
• Team player with proven ability to excel in a team-based environment.
• Possess a sense of urgency.
• Ability to multi-task, plan/prioritize and execute quickly in a fast-paced environment.
• Quick learner with ability to receive and give clear instructions.
• Demonstrates high level of professionalism, critical thinking and judgment to solve problems efficiently/effectively.

• Strong initiative and can work independently.
• Takes initiative to assess and improve operational efficiencies of normal work tasks.
• Excellent time management and prioritizing skills.
• Must be able to handle several tasks at once in a fast-paced environment.
• Takes pride in work, exhibiting accuracy and attention to detail.

• Solution-oriented mindset.
• Ability to work in ever-changing, dynamic environments.
• Pursues and expands knowledge of other positions and functions to broaden ability and scope and for career development.

Office:

Hours: In–office, 8:00am – 5:00 pm. A one-hour lunch between 11:00 am – 1:00pm as scheduled by department leadership to ensure ongoing coverage. As a 24/7/365 operation, must be available to work after hours, weekend and holiday hours as needed to meet work demands.

Reports to: Director of Operations

Working conditions:Office environment