Logistics Client Success Specialist

OmniTrans•Garden City, NY

18d•Hybrid

About The Position

Metro Customs Brokers, a subsidiary of Omnitrans Inc. (an A. Fastfrate Group Company), is seeking a Client Success Specialist to join its U.S. Client Success Team. The role collaborates with business units to create an effective onboarding experience for new clients, resolve issues quickly, and add value throughout the customer journey. It also works with team members to share client insights and develop retention and growth strategies, while monitoring account performance through variance analysis to ensure projected volumes are achieved. The specialist initiates onboarding meetings, develops account management SOPs, coordinates operational integration, and works with clients and internal teams to address compliance and service issues. The role promotes Metro/Omnitrans products and technology, demonstrates and trains clients on systems and online tools, monitors satisfaction at key service milestones, identifies growth opportunities, and transitions accounts to the Client Experience team for ongoing management. General administrative duties are also included.

Requirements

At least 3 years of relevant experience in a customs brokerage or freight forwarding environment.
Experience using a CRM platform such as Salesforce or a similar system.
Strong operations background.
Strong analytical skills.
Results-oriented, with strong decision-making skills and the ability to prioritize multiple objectives while meeting aggressive deadlines.
Ability to proactively solve problems and troubleshoot issues ranging from minor processes to complex business solutions.
Ability to organize work, operate autonomously, and be accountable.
Ability to navigate the company to obtain information for clients.
Excellent verbal and written communication skills in English.

Nice To Haves

A degree in Business Administration or Supply Chain is an asset.
Ability to thrive in a start-up environment, with creative problem-solving skills, proficiency in systems and process integration, and a proactive approach to suggesting improvements.

Responsibilities

Initiate client onboarding meetings.
Develop account management SOPs for new clients.
Coordinate with departments to ensure successful integration into operations.
Work with clients to rectify areas of non-compliance identified by Customs Brokerage operations during onboarding, including documentation issues.
Ensure client inquiries are resolved by the appropriate internal operational or functional teams during onboarding.
Learn Metro/Omnitrans product and service offerings and develop long-term value strategies aligned with clients’ outcomes.
Drive client use of products and technology solutions and ensure clients receive quality service.
Coordinate with internal resources needed for integration.
Demonstrate Metro/Omnitrans technology products and train clients to use the systems as required.
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 record them in Salesforce.
Analyze client feedback and collaborate internally to improve the onboarding experience.
Transition accounts to the Client Experience team for ongoing account management.
Perform general administrative duties.
Collaborate with business units to deliver client onboarding and resolve problematic situations.
Share client insights and develop strategies for retention and portfolio growth.
Monitor account performance through variance analysis to ensure projected volumes are actualized.