What are the responsibilities and job description for the Client Success Coordinator position at Vektor Logistics?
Job Description
Job Description
Description :
At Vektor Logistics, we are dedicated to seamlessly connecting suppliers of perishable food and beverages with retailers, all while prioritizing people, fostering strong relationships, and ensuring supply chain excellence in every shipment we handle.
Your goal as part of the dream team is to grow your portfolio of business by focus on execution, client experience, and efficiency. We will provide the knowledge, internal strength, support, and expertise of the foundational “boots on the ground” team whose vision is to watch you soar and realize your career and financial dreams.
This role is an in-office position located in Fresno, CA or Monterey, CA .
Duties and Responsibilities include :
Execution
Answer customer / carrier calls, chats, and / or emails quickly, address all customer / carrier questions and concerns
Notates all calls and actions in appropriate places (TMS, Teams, etc.)
Performs routine tracking and tracing, updating loads as necessary
Performs corrections or updates to minor load issues
Provides solutions to site related issues and / or triages issues as necessary
Escalates larger customer, carrier, and load issues to appropriate team member
Follows all Vektor company / department / customer SOPs
Customer Service
Provides a “best in class” client experience by actively listening to customers / carriers, educating customers, when necessary; effective in identifying solutions and taking quick actions
Follows through on customer / carrier requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement
Manages conflict and navigates difficult conversations with the customer / carrier using tact and diplomacy
Performs duties and responsibilities with our customer’s satisfaction as the number one priority
Efficiency
Meets or exceeds all identified department KPI's and quality standards
Completes activities with accuracy and compliance to Vektor and customer expectations
Understands and utilizes available tools and resources – including seeking help from peers and / or leadership as necessary
Has ability to work independently with minimal supervision
Other duties or responsibilities as assigned according to team needs.
Requirements :
Minimum 1 year of customer service experience related field
Values a diverse and inclusive work environment
Proficient in Microsoft Office (Word, Excel, and Outlook) and strong internet skills
Ability to persuade, motivate, influence, and negotiate with others
Ability to work in a team environment, while also delivering independent results
Excellent verbal and written communication skills
Commitment to operational excellence and outstanding customer service
Strong prioritization and multi-tasking skills
Ability to travel 10-15% based on customer and team needs
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