Client Success Specialist

Forward Air Services•Los Angeles, CA

10h•Onsite

About The Position

The Client Success Specialist plays a critical role in supporting customer satisfaction, account retention, and revenue growth by serving as a key liaison between customers and internal teams. This role enables Account Executives to focus on business development and strategic account management by owning day-to-day customer support, operational coordination, and sales administration activities. They partner closely with Sales, Operations, Supply Chain, Customer Service, and Finance to ensure seamless onboarding, accurate quoting, efficient order execution, and timely issue resolution. They serve as a trusted point of contact for customers, helping to build long-term relationships through responsiveness, communication, and proactive problem solving. They also support pricing activities, performance reporting, and customer lifecycle management to drive a high-quality customer experience across the organization’s multimodal freight network. Success in this role requires strong organizational skills, attention to detail, customer focus, and the ability to thrive in a fast-paced, cross-functional environment.

Requirements

Prior experience in customer success, sales support, sales operations, account coordination, customer service, or a related business support role
Strong organizational, prioritization, and project coordination skills with the ability to manage multiple tasks and competing deadlines.
Excellent interpersonal, written, and verbal communication skills with a strong customer-focused approach.
Proficiency with CRM systems, quoting platforms, transportation management systems (TMS), reporting tools, and Microsoft Excel
Strong analytical and problem-solving skills, including experience reviewing pricing information, identifying discrepancies, and validating margins.
Ability to collaborate effectively across cross-functional teams including Sales, Operations, Supply Chain, Finance, and Customer Service.
Demonstrated discretion and confidentiality in handling and protecting sensitive information.
Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)

Nice To Haves

Experience within freight forwarding, transportation, logistics, or supply chain environments strongly preferred.
Experience with Salesforce, CargoWise, WorldTrak, Power BI, or similar platforms preferred.
Familiarity with multimodal freight services, including ground, air, ocean, and expedited transportation is preferred.

Responsibilities

Serve as the primary point of contact for customers regarding day-to-day operational needs, including order status, documentation requests, service inquiries, and issue resolution.
Coordinate customer onboarding activities and ensure completion of required documentation, system setup, and implementation milestones.
Support contract preparation, review coordination, execution tracking, and renewal management activities.
Monitor customer accounts and maintain accurate account documentation, records, and standard operating procedures.
Prepare customer quotes, pricing proposals, bids, and RFP responses based on customer requirements and carrier/vendor rates.
Validate pricing accuracy, margin requirements, and supporting documentation to ensure compliance with business standards.
Partner with Sales, Operations, Supply Chain, Customer Service, and Finance teams to ensure successful execution of customer commitments.
Resolve customer concerns, billing discrepancies, pricing issues, short shipments, and documentation-related exceptions in a timely manner.
Monitor invoice aging and proactively follow up with customers regarding outstanding balances and payment-related inquiries.
Generate sales reports, dashboards, quarterly business reviews (QBRs), and customer performance metrics to support business decision-making.
Assist with forecasting, pipeline reporting, and other sales operations processes.
Identify potential upsell and cross-sell opportunities through analysis of customer activity, service gaps, and operational trends, and communicate opportunities to the appropriate sales representative.
Facilitate communication between customers, sales representatives, and internal stakeholders to ensure alignment and responsiveness.
Maintain proposal, pricing, and operational process templates while continuously identifying opportunities for process improvement.
All other duties as assigned to meet evolving business needs.