Customer Success Lead

Customer Success Lead
Location: Cranberry Township, PA
Job Type: Full-Time | Exempt

At Knichel Logistics, we are dedicated to delivering exceptional logistics solutions through intermodal, truckload, and LTL services. We are seeking a Customer Success Lead to play a key role in enhancing our customers’ experience while driving account retention and growth, all while joining a team that lives by our core values: Customer Obsessed, Team Focused, Be Valuable, Do the Right Thing.

About Us:
From the food and beverages that stock our shelves, to electronics and everything in between, Knichel Logistics arranges the transportation of consumer goods throughout North America. We are a fast growing, woman-owned and operated, non-asset-based 3rd Party Logistics Provider headquartered in Cranberry Township, PA.

Key Responsibilities:

• Develop and maintain strong relationships with clients, understanding their needs and providing tailored logistics solutions.
• Serve as the primary advocate for customers, ensuring satisfaction across intermodal, FTL, and LTL services.
• Conduct regular business reviews to analyze performance metrics, address challenges, and identify growth opportunities.
• Resolve escalated customer issues promptly and effectively, ensuring seamless communication between stakeholders.
• Collaborate with sales, operations, and procurement teams to enhance service offerings and align with client goals.
• Manage onboarding processes, establish SOPs, and maintain detailed customer profiles.
• Collaborate with operations and management in regards to strategic initiatives to monitor and improve KPIs, such as on-time delivery, tender acceptance, and tracking compliance.
• Coach and mentor internal teams to deliver best-in-class customer service.
• Develop and maintain a working knowledge of our intermodal, LTL, and truckload operations to effectively support customer needs and recommend solutions
• Represent the company in client meetings and site visits as needed.

What We are Looking For:

• Education:
  • Bachelor’s degree in business, logistics, supply chain management, or a related field (preferred).
• Experience:
  • 3–5 years of experience in logistics, customer service, or account management.
  •  Knowledge of intermodal transportation and truckload operations (preferred)
  • Experience in process or project management (preferred).
• Skills:
  • Proven ability to manage multiple accounts and prioritize effectively across transportation modes.
  • Strong communication, presentation, and interpersonal skills.
  • Comfortable engaging and building relationships at all levels of an organization.
  • Proficiency in understanding customer performance metrics to drive improvement and achieving targets.
  • Detail-oriented and skilled at problem-solving with a proactive approach.

What We Offer

• Play a key role in delivering best in class service to our customers.
• A collaborative work environment with-in our brand-new headquarters in Cranberry Township, PA.
• Competitive compensation and benefits package.

Are You Ready?
If you’re a proactive problem-solver with a customer-first mindset, we’d love to hear from you!