Customer Success Specialist

GlobalTranz - Lehi, UT

Full-time

Lehi, UT

About the position

The Customer Success Specialist will play a crucial role in ensuring the operational success of GlobalTranz's customer accounts. This position is designed for individuals who are customer-focused, detail-oriented, and possess strong collaborative skills. The specialist will support the Customer Success Manager and Enterprise Account Directors in executing daily account operations, aligning with the overall strategy and customer expectations. The role requires a proactive approach to managing customer relationships and addressing their needs effectively. In this position, the Customer Success Specialist will utilize GlobalTranz's resources to maintain and enhance key customer relationships. This includes recommending new solutions and services based on an evaluation of changing market conditions and customer needs. The specialist will manage the load board for all assigned shipments, ensuring that GlobalTranz's turnaround standards and customer expectations are consistently met. A high level of urgency is required in executing customer accounts within the company's standard operating procedures (SOPs). The specialist will also be responsible for routing dedicated freight within the Customer Success team, confirming that the appropriate carriers are assigned to the correct loads. Collaboration with team members is essential to ensure that all scheduling is adequately covered on a daily, weekly, and monthly basis. The role involves proactive communication and management of time-sensitive requests and issues, such as expedites, re-routes, diversions, and late drivers. Additionally, the specialist will analyze customer orders and equipment availability to identify synergies that maximize value for both GlobalTranz and its business partners. Finalizing load information and assisting the Customer Success team with email responses are also key responsibilities.

Responsibilities

• Support the Customer Success Manager and Enterprise Account Director(s) in the execution of daily account operations.
• Utilize GlobalTranz's resources to maintain and enhance key customer relationships.
• Recommend new solutions and services based on changing market conditions and customer needs.
• Manage load board for all assigned shipments, ensuring turnaround standards and customer expectations are met.
• Maintain high level of urgency on execution of customer accounts within SOPs.
• Route dedicated freight within the Customer Success team, confirming proper carriers are assigned appropriate loads.
• Work collectively with team members to ensure all scheduling is covered daily, weekly, and monthly.
• Proactively communicate and manage time-sensitive daily requests and problems such as expedites, re-routes, diversions, and late drivers.
• Analyze customer orders and equipment availability to identify synergies that maximize value.
• Approve and finalize load information necessary to close out loads into delivered status.
• Assist Customer Success team on email inbox responses to drive efficiencies and response times regarding load acceptance and scheduling.
• Understand team portfolio with regards to customer priorities, carrier needs, synergies, and solutions.

Requirements

• Bachelor's degree required.
• In lieu of degree, a combination of education and 3 years of experience will be considered.
• Minimum of 3 years experience in a customer service, operations, account management, or administrative role.
• 1+ years experience at GlobalTranz or other logistics-oriented employment.
• Proficiency in the Microsoft Office platform.
• Creative and strategic approach to problem-solving and potential issues.
• Exceptional time management and organizational skills.
• Excellent written and verbal communication skills.
• Ability to excel in a team-based environment.