What are the responsibilities and job description for the Customer Success Representative position at R+L Global?
Customer Success Manager responsibilities and essential job functions include, but are not limited to the following:
Develop and maintain strong relationships with customers, as assigned by the Corporate Accounts Manager, understanding their needs and ensuring their satisfaction with provided services.
Serve as the primary point of contact for customers regarding day-to-day activities, serving as the liaison between the company and the customer, and facilitating communication between them and other departments within the brokerage, such as Sales, Operations and Finance
Create logistics solutions and solicit opportunities for account growth. Work to increase the volume of business with existing Corporate Account customers while, also, focusing on customer retention strategies.
Monitor delivery of services to Corporate Account customers, ensuring that their requirements are met efficiently and effectively. This will involve oversight of shipments and resolving any issues that arise.
Address and resolve customer concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive.
Collect and analyze customer feedback on provided services, and make recommendations to Customer Service Manager on service/process improvement.
Collaborate with sales and operations teams, devising sales strategies and logistics solutions to ensure that customer needs are understood and met
Track and report on key performance indicators (KPIs) related to customer satisfaction and service delivery.
Monitor market trends and industry developments to provide customers with informed and up-to-date advice and solutions.
Assist in bid preparation focused on strategic analysis in tandem with Pricing and Carrier Procurement.
Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity.
The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.
Qualifications, Knowledge, Skills and Abilities:
High School Diploma or GED; Bachelor’s Degree preferred.
Account Management experience; within a 3rd party logistics environment preferred.
Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal preferred.
Sound decision-making abilities to resolve inquiries independently while adhering to company guidelines.
Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.
Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners. Proficient in building and maintaining positive relationships with colleagues, customers, and stakeholders.
Ability to actively listen and empathize to understand customer needs and provide personalized support.
Ability to be proactive, strategic and detail-oriented with a strong commitment to quality, efficiency and effectiveness.
Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons.
Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.
Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, Outlook).
Ability to read, write and speak English fluently.
Ability to maintain regular and reliable attendance, with or without reasonable accommodation.