Logistics Client Success Specialist
About The Position
Metro Customs Brokers, a subsidiary of Omnitrans Inc. and a Fastfrate Group company, is seeking a Client Success Specialist to join its U.S. Client Success Team. The role focuses on providing new clients with an effective onboarding experience, resolving issues, coordinating successful integration into operations, and helping clients get value from the company’s products and services. The specialist monitors account performance and satisfaction, identifies opportunities for retention and growth, and collaborates with internal teams to improve the onboarding experience before transitioning accounts to the Client Experience team for ongoing management.
Requirements
- At least 3 years of relevant experience in a customs brokerage or freight forwarding environment.
- Bilingual written and spoken French and English.
- Experience using a CRM platform such as Salesforce.
- Strong operations background.
- Strong analytical skills.
- Strong decision-making and prioritization skills, including the ability to manage multiple objectives and meet aggressive deadlines.
- Ability to navigate the company to obtain information for clients.
- Ability to proactively troubleshoot issues, from minor process matters to complex business solutions.
- Ability to organize work, operate autonomously, and be accountable.
- Excellent verbal and written communication skills in French and English.
Nice To Haves
- A degree in Business Administration or Supply Chain is an asset.
- Creative problem-solving skills and proficiency in systems and process integration, with the ability to make proactive suggestions for improvement.
- Thrives in a start-up environment.
Responsibilities
- Initiate client onboarding meetings.
- Develop account management standard operating procedures for new clients.
- Coordinate with departments to ensure successful integration into operations.
- Work with clients to correct areas of non-compliance identified by Customs Brokerage operations, including documentation issues, during onboarding.
- Ensure client inquiries are resolved by the appropriate internal operational or functional teams during onboarding.
- Learn Omnitrans’ product and service offerings and develop long-term value strategies aligned with clients’ mission-focused outcomes.
- Promote the use of products and technology solutions and ensure clients receive quality service while using them.
- Coordinate with internal resources needed for integration.
- Demonstrate Omnitrans technology products and train clients to use the systems as needed.
- Explain online tools, including track and trace and e-billing, through presentations and product demonstrations.
- Monitor client satisfaction at specific service milestones.
- Identify growth opportunities and log them in Salesforce.
- Analyze client feedback and collaborate internally to improve the client onboarding experience.
- Transition accounts to the Client Experience team for ongoing account management.
- Perform general administrative duties.
- Collaborate with business units to provide an effective onboarding experience and resolve problematic situations quickly.
- Share client insights with team members and develop strategies for portfolio retention and growth.
- Monitor account performance through variance analysis to ensure projected volumes are achieved.
Benefits
- Industry-leading compensation package.
- Complete insurance program.
- 401(k) with company contribution.
- Hybrid work environment with two days per week in the office.
- Collaborative team and opportunities to develop potential.
- Work-life balance.
- Opportunity to contribute ideas and bring them to life.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
