Customer Success Coordinator - MEX

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
• Required to work a hybrid schedule including in-office hours

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)