Job Description

PURPOSE
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.

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
PHYSICAL DEMANDS & WORK ENVIRONMENT
Work Environment: Job is performed in a general office environment.

Physical Requirements
NP Not Present
O Occasional (Up to 25% of time)
F Frequent (26%-74% of time)
C Constant (75% or more of time)