Customer Success Representative

Position Title:

Customer Success Representative

Reports To:

Director of Organizational Efficiencies

Position Overview:

Provide the best Customer Service possible to the customers being served as assigned. Adhere to the procedures outlined below and, in the operations, manual, and help enhance them as they provide better service and improve the bottom line. Help create and promote a team environment amount the Customer Service and operating personnel. Provide leadership and day-to-day aid to the customer service team, as required.

Qualifications:

· Excellent Customer Communication Skills

· Excellent Problem Solving Skills

· Highly Organized

· Detail Oriented

· Analytical

· Team Player

· Great Attitude – Focus on Positives

Previous CSR experience at warehousing company or 3PL highly encouraged

Primary Job Functions:

· Receiving outbound orders from their customers, and ensuring orders are picked and shipped on time.

· Send all applicable documents back to customers when orders ship or when deliveries are received.

· Understand customers’ questions and find solutions or understand which internal team to refer to for answers.

· Take complete ownership of your accounts. Whether your team is finding the solution or another internal team, ultimately you are responsible for making sure all inquiries are responded to and resolved within a timely manner.

· Ensure food safety and quality issues are reported.

· Initiate action to minimize food safety and quality issues.

· Adhere to all company policy and procedures and safety standards.

· Managing execution: Acts resourcefully to ensure that work is completed within a specified time and quality parameters.

· Focus on Service; accurately identifies customers’ requirements.

· Works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs.

· Remains calm and reasonable amidst tense or stressful situations.

Competencies:

Personal Effectiveness Competencies: Customer Focus - Efficiently and effectively addressing the needs of clients/customers

Critical & Analytical Thinking - Processing sufficient inductive and deductive reasoning ability to perform job successfully

Reasoning

· Draws conclusions from relevant and/or missing information

· Use multiple systems to investigate and look for answers before escalating any issues

· Apply Critical thinking skills to formulate solutions to problems

· Mental Agility

· Identifies connections between issues

· Quickly understands, orients to, and learns new assignments

· Shifts gears and changes direction when working on multiple projects or issues

Providing Personalized Service

· Actively listens to customers to understand customer needs and goals

· Provides prompt, efficient and personalized assistance to meet the requirements, requests, and concerns of customers, in a professional manor.

· Provides thorough, accurate information to answer customers questions and concerns

· Is pleasant, courteous and professional when dealing with internal or external customers

· Develops constructive and cooperative working relationships with customers

· Is calm and empathetic when dealing with difficult customers

· Keeping Customers Informed

· Keeps clients up to date about hot loads or problem loads

· Adjusts service based on customer feedback

Communication - Listening, speaking, reading, writing, and signaling so others can understand

Reading

· Locates, understands and interprets written information in reports, emails, faxes, BOLs, PODs, and forms

· Recognizes and interprets the value of numbers and what they mean to the operation (i.e. daily metrics dashboard)

· Critically evaluates and analyzes information in written materials

· Applies what is learned from written material to follow instructions and complete specific tasks

· Writing

· Creates documents such as emails, faxes, reports

· Communicates thoughts, ideas, information, messages in a logical, organized, and coherent manner

· Ideas are well developed with supporting information and examples

· Speaking

· Speaks clearly and confidently in a logical manner

· Speaks using common English conventions including proper grammar, tone, and pace

· Is a persuasive presenter, using sound arguments backed up with financial or transit time data

· Can be a win-win negotiator, proving added value to customer and Dynamic 3PL

· Listening and Following Directions

· Picks out important information in verbal messages

· Understands and acts upon instructions to complete assignments

Teamwork- Working cooperatively with others to complete work assignments

Working with Others

· Demonstrates the ability to work responsibly on a team

· Assists others who have less experience or have heavy workloads

· Willingness to learn new accounts

· Determines when to be a leader and when to be a follower depending on what is needed to achieve the team’s goals and objectives

· Ability to teach other team members about your account

· Resolving Conflicts

· Delivers constructive criticism and voices objections to others ideas and opinions in a supportive, non-accusatory manner

Integrity - Displaying accepted social and work behaviors.

Behaving Ethically

· Abides by a strict code of ethics and behavior

· Chooses an ethical course of action and does the right thing, even in the face of opposition

· Differentiates between legal and ethical issues

· Performs work-related duties according to laws, regulations, contract provisions, and policies

· Acting Fairly

· Treats others with honesty, fairness and respect

· Makes decisions that are objective and reflect the just treatment of others

· Taking Responsibility

· Takes responsibility for accomplishing work goals within accepted timeframes

· Accepts responsibility for one's actions

· Attempts to learn from mistakes

· Takes personal responsibility and accountability

Professionalism - Displaying accepted social and work behaviors.

Demonstrating Self-Control

· Deals calmly and effectively with stressful situations

· Maintaining Professional Demeanor

· Projects a professional image of oneself and the organization

· Dresses appropriately for occupation and its requirements

· Demonstrates a positive attitude towards work

· Takes Pride in one’s work and the work of the organization

Initiative - Demonstrating a willingness to work

Persisting

· Pursues work with energy, drive, and a strong accomplishment orientation

· Persists and expends extra effort to accomplish tasks even when conditions are difficult or deadlines are tight

· Persists at a task or problem despite interruptions, obstacles, or setbacks

· Taking Initiative

· Takes initiative in seeking out new work challenges

· Strives to exceed standards and expectations

· Establishes and maintains personally challenging but realistic work goals

Working Independently

· Is able to perform effectively even with minimal direction, support, or approval and without direct supervision

· Exhibits confidence in capabilities and an expectation to succeed in future activities

Willingness to Learn - Understanding the importance of learning new information for both current and future problem solving and decision making

Demonstrating an Interest in Learning

· Demonstrates an interesting in personal learning and development

· Seeks feedback from team lead about how to improve and develop, and modifies behavior based on feedback or self-analysis of past mistakes

· Treats unexpected circumstances as opportunities to learn

· Participating in Training

· Identifies when it is necessary to acquire new knowledge and skills

· Takes steps to develop and maintain knowledge, skills, and expertise necessary to achieve positive results

· Participates fully in relevant training programs and actively pursues other opportunities to develop knowledge and skills

· Integration and Application

· Integrates newly learned knowledge and skills with existing knowledge and skills

· Knowledgeable on relevant modes of transportation (Air, Ocean, Small Parcel, LTL, TL, Partial, Flatbed, etc.) to provide effective solutions and client service

· Uses newly learned knowledge and skills to complete specific tasks

Dependability & Reliability - Displaying responsible behaviors at work

Fulfilling Obligations

· Behaves consistently and predictably

· Is reliable, responsible, and dependable in fulfilling obligations

· Diligently follows through on commitments and consistently meets deadlines

· Demonstrates regular and punctual attendance, rarely is late for meetings or appointments

· Follows written and verbal directions

· Complies with organizational rules, policies, and procedures

· Attending to Details

· Diligently checks work to ensure that all essential details have been considered

· Notices errors or inconsistencies that others have missed, and takes prompt, thorough action to correct errors

Adaptability & Flexibility - Being open to change and to consider variety in the workplace

Entertaining New Ideas

· Is open to considering new ways of doing things

· Actively seeks out and carefully considers the merits of new approaches to work

· Embraces new approaches when appropriate and discards approaches that are no longer working

Dealing with Ambiguity - Easily changes gears in response to unpredictable or unexpected events, pressures, situations, and job demands

General (On-Going):

· Ensure that customer performance goals are met or exceeded. (Measure Weekly & Monthly)

· Always accommodate the customer the best you can within your authority.

· Communicate with customers in a timely and efficient manner consistent with our goal to provide superior customer service.

· Answer all customer calls within 2 rings.

o Never leave a customer on hold.

· Communicate any potential service failures with customers before they are adversely affected (after conferring with the Director, if available)

· All emails must always address the customer, address the problem, the solution and end with a professional closing.

· Practice candor with customers, avoid assumptions with carriers, and respond timely to unanswered questions with the correct answers.

Goals:

• To meet and improve the accounts revenue currently assigned.
• Keep all costs in all systems up to date.
• Meet the customer’s requirements for receiving schedules, inventory reports and performance reports.
• Be a problem solver for customer issues.
• Following SOPs for each customers as written. Look for improvements on an ongoing basis.
• Help create a professional and fun level of morale in the work environment.
• Take a role in ensuring that Customer Service is performing and servicing customers as promised.
• Promote one fresh idea for improvement per week

Conduct Expectations:

· Conduct shall be followed in a professional manner at all times. Any of the following will result in disciplinary action and could lead to termination.

• No Dishonesty
• No Theft
• No harming of fellow employee(s) (physically or other)
• Verbally damaging reputation of fellow employee(s) or Company to customers, carriers, vendors, other employees or any other business associate. Instead, any complaints, comments or concerns regarding fellow employees should be directed to the President who will maintain an open door policy while respecting the confidentiality of the issue.