Customer Excellence Representative

Holt Logistics•Gloucester City, NJ

About The Position

At Holt Logistics our growth is a result of the people who embrace our purpose. Just ask some of our employees that have remained loyal for the past 30 years. It all starts with learning at the forefront of the operation, keeping customers informed and developing solutions for issues. Because in Logistics, it is never the same day. It’s all about culture and making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace. What does the Customer Excellence Representative do? Under the leadership of the Customer Excellence Manager, you will work directly with specific customers as part of our total account management practices. You will have daily interactions with client to update inbound Logistics, vessel schedule, warehouse coordination, outbound logistics, invoice resolution, reporting and dynamic solutions. Work across various intercompany departments, owning the account and offer customized approach to each client. Ultimately responsible to make customer feel like they are the only one from front end operations, throughput, and end delivery to drive sales. How do they do it?As a Customer Excellence Representative, your priority is to contribute to the success of your customer. This means that you develop customer specific solutions based on their needs not on what the company can or cannot do. You will go above and beyond the normal customer response and provide luxury service with swift response time. You deliver results during your assigned clients, drive their key performance indicators and brand loyalty by building your reputation directly to client. The Customer Excellence department sets the tone by embracing and putting the customer first and make their life easier and simpler by choosing Holt Logistics. Come ready to work each day with a positive attitude.

Responsibilities

Initial Onboarding Assists in training & developing the client
Directly call customers to get feedback and identify (weekly/biweekly check in)
Introduction to company & onboarding of customer (accounting across entity/terminal tour/contact persons)
Define Customer’s expectations including what reports are needed
Communication rates in a way that they are easily understood
Partners with supervisors, terminal, trucking, and back-office coworkers regarding issues
Frequently communicates and exchanges information with customers on the telephone and face-to-face interactions. Must be able to exchange accurate information in these situations
Frequently moves across the departments and entities assisting customers, as well as filtering requests to the correct person
Analyzes customer interactions and feedback to develop solutions to issues
Improves the services offered by a business by better understanding the needs of customers
Meets the customer's needs to ensure customer loyalty and satisfaction
Questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
Maximizes customer operational performance by providing resources and technical advice
Communicates operational update and delays (vessel, warehousing, truck loading)
Develops customer specific SOP for damages, truck loading and special handling requirements
Pulls updates from terminal and portal that to be relayed to customer, manages information to provide upper leadership in a timely manner so we can provide exceptional customer service
Interacts and visits with terminal to better understand business operations
Coordinate with outbound trucking and specific knowledge to receiving warehouse
Acknowledge trends with the customer and compare against the market
Build and maintain CRM and email contact list along the way
Maintain SOP for tasks and update as things become relevant