Customer Success Specialist

About Us: PalletTrader helps manufacturers, distributors, and 3PLs manage pallet sourcing, pricing, and supply across multiple locations. We bring structure, visibility, and consistency to pallet programs at scale.

Backed by 40 years of pallet industry expertise, our managed program and marketplace help procurement and operations teams gain control over pallet costs, supplier performance, and operational execution across their network throughout the United States and Canada.

Position Overview: The Customer Success Specialist supports the day-to-day execution of customer orders and operational activities to help ensure a smooth customer experience. This role is ideal for someone early in their career who is highly organized, detail-oriented, and enjoys working in a fast-paced environment.

This individual will focus heavily on order monitoring, tracking, communication, and coordination between customers, suppliers, and internal teams. They will serve as the primary point of contact for smaller customer accounts while supporting larger strategic accounts managed by Customer Success Representatives

This role provides strong exposure to customer operations, logistics coordination, and account management with opportunities for long-term growth within the organization.

Key Responsibilities:

• Customer Account Management: Serve as the primary point of contact for assigned small and mid-sized customer accounts, building positive working relationships and ensuring a high level of customer support.
• Order Management: Monitor and manage customer orders from tendering through successful on-time delivery and billing, ensuring all order details are accurately maintained throughout the process.
• Shipment Tracking & Coordination: Track shipments, appointments, and supplier updates to ensure timely execution and proactively communicate status updates to customers and internal teams.
• Proactive Problem Resolution: Identify potential operational issues early and collaborate with internal teams and suppliers to implement effective solutions with a customer-first approach.
• Data Integrity and Reporting: Ensure accurate data management related to loads, supplier interactions, pricing, and appointment details, with a focus on data integrity for reporting and decision-making.
• Customer Communications: Communicate proactively with customers regarding order status, scheduling updates, delays, and issue resolution while maintaining a customer-first approach.
• Supplier Coordination: Coordinate with suppliers to confirm delivery details, verification of Bills of Lading (BOLs) to support operational success and confirm successful delivery.
• New Customer Onboarding: Assist with onboarding new customer locations and support implementation activities to ensure a smooth transition into operations.
• Data Integrity and Reporting: Maintain accurate order details, appointment information, pricing records, BOL documentation, and account updates within internal systems to support reporting and operational visibility.
• Collaboration and Support: Work closely with the cross-functional teams to align priorities and ensure a unified approach to customer success and account growth.
• Continuous Improvement: Contribute ideas and feedback to improve operational processes, communication, efficiency, and overall customer experience.

Qualifications:

• 2 years of experience in customer service, operations, logistics coordination, account support, or a related field preferred
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent communicator with high attention to detail and accuracy.
• Proactive mindset with strong problem-solving abilities.
• Passion for driving customer success and expanding business relationships.
• Growth-oriented individual with proven time management skills.
• Strong work ethic and commitment to continuous improvement.
• Proficiency in using load boards, TMS, Excel, and other relevant platforms