What are the responsibilities and job description for the Customer Success Specialist position at Klutch MFM?
You are not applying for a role with KLUTCH MFM...We are a recruiting service and our client is a leader in the 3PL Industry
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About the Company
We are seeking a proactive and customer-focused Customer Success Specialist to join our team. This role is integral in ensuring client satisfaction, optimizing service delivery, and building long-term partnerships. As a key member of our customer success team in the 3PL industry, you will act as the primary point of contact for our clients, ensuring their logistics needs are met efficiently and effectively.
About the Role
Client Relationship Management
- Serve as the primary liaison between clients and internal teams.
- Build and maintain strong, long-term relationships with key stakeholders.
- Proactively address client concerns and foster a culture of trust and reliability.
Onboarding & Implementation
- Guide new clients through the onboarding process, ensuring a seamless transition to our 3PL services.
- Collaborate with internal teams to set up and optimize supply chain solutions tailored to client needs.
Performance Monitoring & Reporting
- Monitor key performance metrics (KPIs) such as delivery accuracy, transit times, and customer satisfaction scores.
- Provide regular performance updates to clients, including actionable insights for improvement.
Issue Resolution
- Act as a point of escalation for client concerns, ensuring swift and satisfactory resolutions.
- Coordinate with operations, warehouse, and transportation teams to address and resolve service challenges.
Client Growth & Retention
- Identify opportunities to expand client accounts by offering additional services or solutions.
- Conduct regular account reviews to ensure clients’ evolving logistics needs are met.
- Develop strategies to improve client retention and satisfaction rates.
Qualifications
Experience:
- Familiarity with supply chain operations and logistics processes is highly desirable.
Skills:
- Strong interpersonal and communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in CRM software and logistics management platforms.
- Ability to analyze data and translate it into actionable insights.
Education:
- Bachelor’s degree in business, logistics, supply chain management, or a related field preferred.
Pay range and compensation package
What We Offer:
- A dynamic and collaborative work environment.
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and development.
- Comprehensive benefits package.
Equal Opportunity Statement
Join us in reshaping the future of logistics and customer success!