Job Description

Position Overview: The Customer Success Representative plays a pivotal role in fostering strong customer relationships and driving customer success by ensuring seamless execution of operational tasks. This role focuses on understanding customer needs, optimizing service delivery, and actively seeking opportunities to expand business within existing accounts. The ideal candidate thrives in a dynamic environment, is highly organized, and is committed to delivering exceptional service to both customers and suppliers while maintaining a growth mindset.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with key decision makers across various levels of assigned accounts, proactively engaging to understand their needs and identify opportunities for service enhancement and business growth.
• Account Growth: Leverage operational insights to identify growth opportunities within existing customer accounts, coordinating with Sales and Customer Success to drive revenue expansion.
• Order Management: Oversee the management and monitoring of orders from tendering and creation all the way through to successful on-time delivery.
• Customer Communications: Serve as a primary point of contact for customer inquiries, providing timely responses, resolving issues, and ensuring positive customer experiences.
• Proactive Problem Resolution: Identify potential operational issues early and collaborate with internal teams and suppliers to implement effective solutions with a customer-first approach.
• Supplier Pricing: Collaborate with the Pricing and Supplier Relationship team by gathering and analyzing pricing data, supporting customer account reviews, and identifying cost-effective solutions.
• New Customer Onboarding: Assist with new customer onboarding and implementation in collaboration with Sales Enablement.
• Customer Service Line: Answering ad-hoc calls from our 1-800 line, assisting users with any questions on how to use or process loads on the platform.
• Business Reviews: Conduct formal business reviews on a quarterly basis by proactively creating performance reports for applicable stakeholders
• 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.
• 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 to identifying process improvements leading to product adoption by implementing best practices and incorporating tangible customer feedback.

Qualifications:

• Experience: 2+ years of experience in customer success, account management and/or customer service experience.

Skills/Attributes:

• Strong organizational and multitasking skills.
• 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.

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