Customer Success SpecialistNew$60K–$75K

Employment Type: Full-Time | Hybrid (In office: Tuesday-Thursday / At home: Monday & Friday)

What you'll do

• Customer Engagement: Serve as the primary point of contact for our customers. You will drive daily engagement and ensure timely, high-quality communication across email, phone, and reporting channels.

• Operational Execution: Seamlessly execute day-to-day customer operations, adapting to new challenges and taking on additional duties as the business requires.

• Cross-Functional Collaboration: Partner actively with internal stakeholders—including Sales, Account Management, and Carrier Operations—to elevate the customer experience and ensure all metrics meet or exceed customer expectations.

• Data & SLA Management: Track, maintain, and continuously improve weekly account data metrics and key Service Level Agreements (SLAs) as defined by the Customer Success Manager.

• Strategic Growth Initiatives: Proactively identify and champion new products, processes, and initiatives designed to support the growth, engagement, and retention of our customer base.

• Process Optimization: Develop scalable processes and Standard Operating Procedures (SOPs) to effectively transition and manage daily tasks with our offshore support staff.

What they're looking for

• Bachelor’s degree with 2+ years’ experience in logistics, supply chain, or: drayage account management or customer success is required.
• Exceptional Communication: Strong written and verbal communication skills, with the ability to think on your feet, de-escalate issues, and interact professionally with all stakeholders.
• Customer-Centric Mindset: A proven track record in customer support, with demonstrable skills in driving customer satisfaction and building lasting relationships.
• Technical Agility: The ability to learn and adapt quickly to new concepts, software, and logistics technologies.