Dedicated Client Success Representative (3PL/Logistics)

Aero Fulfillment Services Co•West Chester, OH

10d•Onsite

About The Position

The Client Experience Representative (CXR) serves as a liaison between Aero and its clients, ensuring excellent customer service and client satisfaction. The CXR maintains and develops client-business relationships and must have a strong understanding of Aero’s services. The CXR is responsible for assisting the Client Experience Manager in day-to-day support tasks for assigned accounts. Additionally, the CXR is responsible for assisting other CXRs in a team environment to ensure all client needs are met throughout the day. This role fosters a proactive, participative, and cooperative work environment that works in conjunction with Sales, Production, Fulfillment, Technology, and all other departments. The CXR solves internal and external client problems with a customer focus that is fact-finding and results-oriented, exhibiting a can-do, positive, cooperative, and proactive attitude when dealing with clients and customers.

Requirements

Customer Service Experience
Experience in logistics
Strong understanding of Aero’s services
Assisting the Client Experience Manager in day to day support tasks for assigned accounts
Assisting other CXR’s in a team environment to ensure all client needs are met throughout the day
Leadership Style Fosters a proactive participative, cooperative work environment that works in conjunction with the Sales, Production, Fulfillment, Technology and all other departments.
Work Ethic Solves internal and external client problems with a customer focus, that is fact-finding and results oriented.
Exhibits a can-do, positive, cooperative, and proactive attitude when dealing with clients and customers.
We will go the extra mile to provide quality client service.

Nice To Haves

High school or equivalent (Preferred)
Customer service: 1 year (Preferred)

Responsibilities

Contributes to the management of margin by identifying opportunities for improvement and regularly reviews client pre-billing invoices.
Finds and corrects problems with existing processes within the client experience role as well as problems within the operations facility.
Regularly updates work instructions and cross-trains peers to ensure superior customer service and backup support.
Collaborates with other Aero employees (all levels) to solve non-standard client requests and needs.
Takes ownership for day-to-day tasks such as monitoring and tracking of defined service level agreements as well as follow-up with supporting departments to ensure client expectations are consistently met or exceeded.
Participates in client quarterly reviews by preparing required data and providing personal insight that helps 'tell the story' and enable strategy.
Builds and maintains solid relationships with clients by meeting client demands on a day-to-day basis, leading to positive feedback from key contacts.
Account management.