What are the responsibilities and job description for the Logistics Client Success Manager position at CTL Global?
Client Success Manager
TITLE: Client Success Manager
ABOUT THE ORGANIZATION: CTL Global - Count on us!
POSITION TYPE: Full-time
SCHEDULE: Monday-Friday
LOCATION: Elk Grove Village, IL
CATEGORY: Logistics
CTL Global has been connecting brands with their customers since 1978.
CTL Global is a woman-owned enterprise & leading Fulfillment Company supporting more than 400 clients ranging from savvy startups to established Fortune 500 companies. With business divisions within technology and transportation, CTL Global provides unique fulfillment solutions all geared to do one thing: grow our client’s businesses. CTL has several locations throughout the Midwest and is headquartered in Northlake, 30 minutes west of downtown Chicago.
Find out more about us at https://www.ctlglobalsolutions.com/
SUMMARY: The Client Success Manager serves as the main point of contact for our clients’ day-to-day needs. In order to provide the best customer service for our clients, we look for individuals who possess excellent communication skills, an attention for detail, and can maintain a high level of quality in a fast-paced work environment. These skills are key in helping our Client Success Manager manage the channel of communication between our clients and our warehouse, problem-solving any account issues, and processing daily orders. If you are a fit for this role, you will join a team that works together to maintain our partnerships with each client through excellent customer service, proactive processes, and a “Count On Us” attitude.
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES
- Lead Client tours, host Client meetings
- CTL system super users (client success manager systems)
- Consistently provide excellent customer service to clients.
- Representing client needs and goals within the organization to ensure quality and efficiency.
- Strong understanding of CTL capabilities and utilizing knowledge to provide solutions to meet Client needs.
- Identify Client growth opportunities.
- Establishing trusted relationships with the clients and developing open communication channels.
- Reporting client feedback to management, including any signs of customer dissatisfaction.
- Providing training to clients on CTL systems and processes.
- Leading client calls; including agendas, notes, action items.
- Internal go-to for questions regarding client.
- Internal resource for CTL/CSM processes.
- Acting as a liaison between the client and internal teams.
- Accountable for invoice approval.
- Understanding rate cards and managing renewal timelines.
- Developing current and accurate procedures manual that details the processing requirements for each client, including but not limited to, ISO procedures.
- Supporting new client on-boardings and testing initiatives.
- Assisting with client quotes.
- Developing and presenting Client facing reporting including trend analysis, KPI data, etc.
- Maintaining client business rules.
- Following client SLA’s and SOW’s.
- All other duties as assigned or needed.
QUALIFICATIONS AND REQUIREMENTS
- Demonstrate the ability to work in a fast-paced environment and meet deadlines.
- Detail oriented.
- Enthusiastic personality with a go-getter attitude.
- Can prioritize, think critically, and see the bigger picture.
- Excellent time management and multitasking skills.
- Excellent communication skills (written and verbal).
- Able to work well both independently and with a team.
- Take the initiative to suggest solutions to problems, ability to proactive rather than reactive.
- Ability to use discretion when dealing with confidential material.
- Ability to handle tough questions and conversations in a professional, solution-oriented manner.
- Strong problem solving, decision-making, listening, and creative thinking abilities.
- Willingness to travel to other facilities and Client locations.
- Prior work experience in a service or client-facing position required
- High School Degree or GED; college degree or 3 years client service experience preferred
- Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
- Experience with warehouse management system is a plus
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $55,000 - $65,000