The Key Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our key clients. The Key Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding and ensure client expectations are fulfilled. From the point of view of our clients, our Client Success team is Ramp Logistics.

This role serves as a key liaison between key clients and all departments and services provided by Ramp Logistics. This includes handling client communications between departments, and coordinating with warehouse functional areas (shipping, receiving, VAS, inventory control, returns), finance, sales, and external vendors such as freight carriers.

Responsibilities include, but are not limited to, the following:

●Monitor shipping and receiving activity to ensure compliance with SLAs and work specifications
●Respond to client email and phone inquiries
●Develop and manage client relationships, building understanding and trust
●Track and follow up on outstanding client requests and issues to ensure timely resolution
●Initiate claims and investigations with internal departments and external vendors on behalf of clients
●Contribute to continuous improvement efforts to deliver better service to clients over time
●Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
●Investigate mis-ships, or other problems key clients are having while working to guide them to success
●Follow up with the Operation team to ensure client’s orders are shipping accurately and on-time
●Develop an understanding of your client’s vendors, including but not limited to their routing instructions, packing requirements, ect.
●Develop a strong understanding of your client’s brand as a whole and use higher level thinking to help them accomplish their yearly goals and grow their brands through successful fulfillment

The following is required for this role:

●1-2 years or more experience in a customer service or customer-facing role
●Strong written and oral communication skills
●Strong organizational and planning skills
●Teamwork and collaboration skills, ability to interact at all levels of the organization
●Problem- solving ability
●Ability to quickly learn new software such as WMS, ERP, and reporting tools
●Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines
●Maintain a positive, customer-centric mindset focused on solutions
The following is preferred for this role:
●Experience working with WMS systems or ERP systems (such as Manhattan or Netsuite)
●Experience working within a 3PL fulfillment service specializing in apparel and footwear