Apply on Employer Site

R+L Global Logistics · 9 hours ago

Customer Success Manager

Ocala, FL

Full-time

Onsite

Mid Level

R+L Global Logistics is a company that empowers businesses worldwide to ship smarter. They are seeking a Customer Success Manager who will be responsible for collaborating with corporate account customers to support their operational, pricing, and administrative needs, while also focusing on customer satisfaction and retention strategies.

AutomotiveLogistics

Responsibilities

Develop and maintain strong relationships with customers, as assigned by the Corporate Accounts Manager, understanding their needs and ensuring their satisfaction with provided services

Serve as the primary point of contact for customers regarding day-to-day activities, serving as the liaison between the company and the customer, and facilitating communication between them and other departments within the brokerage, such as Sales, Operations and Finance

Create logistics solutions and solicit opportunities for account growth. Work to increase the volume of business with existing Corporate Account customers while, also, focusing on customer retention strategies

Monitor delivery of services to Corporate Account customers, ensuring that their requirements are met efficiently and effectively. This will involve oversight of shipments and resolving any issues that arise

Address and resolve customer concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive

Collect and analyze customer feedback on provided services, and make recommendations to Customer Service Manager on service/process improvement

Collaborate with sales and operations teams, devising sales strategies and logistics solutions to ensure that customer needs are understood and met

Track and report on key performance indicators (KPIs) related to customer satisfaction and service delivery

Monitor market trends and industry developments to provide customers with informed and up-to-date advice and solutions

Assist in bid preparation focused on strategic analysis in tandem with Pricing and Carrier Procurement

Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity

The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization

Qualification

Account ManagementLogistics SolutionsCustomer Retention StrategiesMicrosoft Office SuiteEnglish FluencyCommunication SkillsInterpersonal SkillsProactive MindsetMultitaskingDecision-MakingActive Listening

Required

High School Diploma or GED

Sound decision-making abilities to resolve inquiries independently while adhering to company guidelines

Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners

Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners. Proficient in building and maintaining positive relationships with colleagues, customers, and stakeholders

Ability to actively listen and empathize to understand customer needs and provide personalized support

Ability to be proactive, strategic and detail-oriented with a strong commitment to quality, efficiency and effectiveness

Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons

Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service

Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, Outlook)

Ability to read, write and speak English fluently

Ability to maintain regular and reliable attendance, with or without reasonable accommodation