Customer Success Manager

JR United Kingdom; Glasgow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance service delivery and resolve customer issues globally. This role is crucial in managing customer expectations and ensuring high-quality service through collaboration with various teams. You will be at the forefront of addressing customer inquiries, utilizing tools like Zendesk, and working within a hybrid environment that balances remote work with in-office collaboration. Join a dynamic team that values flexibility, innovation, and a commitment to excellence, making it an exciting time to be part of this thriving company.

Qualifications

• Strong understanding of international supply chain management and freight forwarding.
• Proven customer service skills and experience.

Responsibilities

• Ensure consistent and high-quality service by collaborating with teams.
• Manage and track customer queries using Zendesk software.

Skills

Customer Service Skills

International Supply Chain Management

Freight Forwarding

Analytical Problem-Solving

Team Collaboration

Communication Skills

Managing Multiple Relationships

Tools

Zendesk

Microsoft Teams

Job description

We're looking for a Customer Success Manager to join our Team in Glasgow.

The Customer Success Team is pivotal to delivering excellent service, resolving customer issues globally using our Customer Hub and Ligentix software, and supporting diverse clients with a focus on Asia to UK sea freight. The Customer Success Manager is key to delivering this.

Your Role:

• Provide Excellent Customer Service: Ensure consistent and high-quality service by collaborating with Customer Experience and Operations teams.
• Resolve Customer Queries: Promptly address and resolve customer inquiries within established Service Level Agreements (SLAs).
• Escalate Issues: Identify and escalate complex or unresolved issues as needed.
• Global Collaboration: Work with international Customer Success teams to resolve global customer challenges.
• Manage Customer Expectations: Effectively communicate and manage customer expectations throughout the service process.
• Utilize Zendesk: Manage and track customer queries using Zendesk software.
• Manage Inbound Processes: Oversee and manage all inbound customer-related processes in coordination with operations teams.
• Fulfill Customer Requirements: Ensure customer needs are met according to agreed-upon processes and standards.
• Conduct Customer Meetings: Organize and lead weekly customer meetings via Teams to maintain communication and address ongoing needs.

What You'll Need:

• Strong understanding of international supply chain management and freight forwarding.
• Ocean Import experience.
• Knowledge of retail-focused international supply chains.
• Proven customer service skills and experience.
• Proficient in managing customer interactions via email, phone, live chat, and messaging.
• Ability to manage multiple customer relationships effectively.
• Analytical approach to problem-solving.
• Ability to manage multiple issues, prioritize tasks, and meet SLA requirements.
• Strong teamwork skills and ability to collaborate in a close team environment.
• Working knowledge of Zendesk is a plus.

We offer a hybrid working environment, requiring on average 3 days a week from our Glasgow office for collaboration and team meetings. This balance ensures you have the flexibility to work remotely while staying connected with your colleagues.

Why Ligentia? Why now?

Accelerated growth in one of the most dynamic industries you can imagine. Brilliant customers including some of the world’s leading retailers and best-known brands. A tech vision and roadmap that will turn heads for all the right reasons. And colleagues with high commitment and unrivalled knowledge, combined with low ego. A flexible work environment that is collaborative, stimulating and shares genuine feelgood for the work we do together. However you look at it, Ligentia is a great place to be right now.