Customer Success Representative

R+L Carriers•Ocala, FL

About The Position

The Customer Success Representative will be responsible for developing and maintaining strong relationships with assigned customers, understanding their needs, and ensuring their satisfaction with provided services. This role serves as the primary point of contact for customers regarding day-to-day activities, acting as a liaison between the company and the customer, and facilitating communication between them and other departments within the brokerage, such as Sales, Operations, and Finance. The representative will create logistics solutions, solicit opportunities for account growth, and work to increase business volume with existing customers while focusing on retention strategies. Key responsibilities include monitoring service delivery, resolving customer concerns, analyzing feedback for service improvement, and collaborating with sales and operations teams on strategies. The role also involves tracking KPIs, monitoring market trends, and assisting in bid preparation. Regular and reliable attendance is an essential function of this position.

Requirements

High School Diploma or GED
Account Management experience
Proficient in both written and oral communication.
Capable of clearly and effectively conveying information and presenting to internal and external business partners.
Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners.
Proficient in building and maintaining positive relationships with colleagues, customers, and stakeholders.
Ability to actively listen and empathize to understand customer needs and provide personalized support.
Ability to be proactive, strategic and detail-oriented with a strong commitment to quality, efficiency and effectiveness.
Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons.
Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.
Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, Outlook).
Ability to read, write and speak English fluently.
Ability to maintain regular and reliable attendance, with or without reasonable accommodation.

Nice To Haves

Bachelor’s Degree preferred.
Experience within a 3rd party logistics environment preferred.
Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal preferred.

Responsibilities

Develop and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with provided services.
Serve as the primary point of contact for customers regarding day-to-day activities, serving as the liaison between the company and the customer.
Facilitate communication between customers and other departments within the brokerage, such as Sales, Operations and Finance.
Create logistics solutions and solicit opportunities for account growth.
Work to increase the volume of business with existing Corporate Account customers while, also, focusing on customer retention strategies.
Monitor delivery of services to Corporate Account customers, ensuring that their requirements are met efficiently and effectively.
Address and resolve customer concerns and complaints in a timely and effective manner.
Collect and analyze customer feedback on provided services, and make recommendations for service/process improvement.
Collaborate with sales and operations teams, devising sales strategies and logistics solutions to ensure that customer needs are understood and met.
Track and report on key performance indicators (KPIs) related to customer satisfaction and service delivery.
Monitor market trends and industry developments to provide customers with informed and up-to-date advice and solutions.
Assist in bid preparation focused on strategic analysis in tandem with Pricing and Carrier Procurement.
Maintain regular and reliable attendance.