Key Client Success Coordinator

Forward Air Services • Irvine, CA

12d • $26 - $30 • Onsite

About The Position

The Key Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our key clients. The Key Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding and to ensure client expectations are fulfilled. From the point of view of our clients, our Client Success team is Ramp Logistics.

Requirements

• At least 1-2 years’ experience in a customer service or customer-facing role
• Strong written and oral communication skills
• Strong organizational and planning skills
• Teamwork and collaboration skills, ability to interact at all levels of the organization
• Problem-solving ability
• Ability to quickly learn new software and reporting tools
• Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines
• Maintain a positive, customer-centric mindset focused on solutions
• Experience working with WMS systems or ERP systems (such as Manhattan or Netsuite)
• Experience working within a 3PL fulfillment service specializing in apparel and footwear

Responsibilities

• Monitor shipping and receiving activity to ensure compliance with service level agreements (SLAs) and work specifications
• Respond to client email and phone inquiries
• Develop and manage client relationships
• Track and follow up on outstanding client requests to ensure timely resolution
• Initiate claims and investigations with internal departments and external vendors on behalf of clients
• Contribute to continuous improvement efforts to deliver better service to clients over time
• Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
• Investigate mis-ships, or other issues that may arise
• Follow up with the operations team to ensure client’s orders are shipping accurately and on-time
• Develop an understanding of your client’s vendors, including but not limited to their routing instructions, packing requirements, ect.
• Develop a strong understanding of your client’s brand as a whole and use higher level thinking to help them accomplish their yearly goals and grow their brands through successful fulfillment
• Other duties as assigned

Benefits

• Competitive base salary
• Paid time off within the first year of employment, sick time and holidays
• Company provided life insurance
• Health, vision, and dental insurance options
• Commuter benefit plan
• Optional supplemental life insurance
• 401(k)
• Wellness program
• A great place to work with a terrific culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees