Customer Success Coordinator - MEX

Worldwide Express; Monterrey; Presencial; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

GlobalTranz is seeking a Customer Success Coordinator in Monterrey, Mexico to manage foundational operations for assigned accounts and ensure top-tier customer service. You will collaborate with team members to deliver a smooth start-to-finish experience and adhere to department SOPs.

Responsibilities include building shipments in the TMS, timely communication with customers, and supporting collections with contracts.

Formación

• Extremely detail-oriented and goal-focused.
• Willingness to learn on-the-fly while retaining coaching and training.
• Proactivity toward daily tasks.
• Available after-hours for any necessary customer urgent issues and needs.
• Exceptional time management and organizational skills.
• Demonstrate excellent written and verbal communication skills.
• Excels in team-based environment.
• Associate’s or bachelor’s degree preferred.
• 1-2 years’ experience in a customer service, operations, administration, transportation, warehousing, or logistics role preferred.

Responsabilidades

• Ensure all account activities are in accordance with established standard operating procedure for their assigned account.
• Ensure all shipments are built properly in their respective transportation management system (TMS), all appointment times entered properly, and logistically feasible for success.
• Assist their pod members in ensuring that their assigned customer(s) are always satisfied in their partnership with GlobalTranz.
• Work directly with Customer Success team members to ensure finance collections are being handled smoothly and in accordance with GTZ (or customer-specific contract) states.
• Work directly with Carrier Sales to ensure they are following the customer’s SOP guidelines.
• Capable of stepping in and managing their account(s) in the absence of respective team members.
• Respond to all customer emails and phone calls within a timely fashion.
• Proactively monitor customer shipments to ensure on-time load deliveries and pick-ups.

Conocimientos

Detail-oriented

Willingness to learn

Proactivity

Time management

Written and verbal communication

Team player

Educación

Associate’s or bachelor’s degree preferred

Descripción del empleo

PURPOSE

The Customer Success Coordinator is responsible for handling the foundational level operations and day-to-day processes for their respective assigned accounts while growing their business with GlobalTranz as a whole. The Customer Success Coordinator will work directly with their respective team members to make sure their assigned customers receive the utmost customer service levels and a smooth start-to-finish experience with GlobalTranz. The Customer Success Coordinator is responsible for ensuring all daily tasks are completed in accordance with department policy and procedure guidelines and any additional customer-specific SOPs.

Essential Duties & Responsibilities

• Ensure all account activities are in accordance with established standard operating procedure for their assigned account
• Ensure all shipments are built properly in their respective transportation management system (TMS), all appointment times entered properly, and logistically feasible for success
• Assist their pod members in ensuring that their assigned customer(s) are always satisfied in their partnership with GlobalTranz
• Work directly with Customer Success team members to ensure finance collections are being handled smoothly and in accordance with GTZ (or customer-specific contract) states
• Work directly with Carrier Sales to ensure they are following the customer’s SOP guidelines
• Capable of stepping in and managing their account(s) in the absence of respective team members
• Respond to all customer emails and phone calls within a timely fashion
• Proactively monitor customer shipments to ensure on-time load deliveries and pick-ups

Required Knowledge/Skills/Abilities

• Extremely detail-oriented and goal-focused
• Willingness to learn on-the-fly while retaining coaching and training
• Proactivity toward daily tasks
• Available after-hours for any necessary customer urgent issues and needs that may occur
• Exceptional time management and organizational skills
• Demonstrate excellent written and verbal communication skills
• Excels in team-based environment

Qualifications/Education

• Associate’s or bachelor’s degree preferred
• 1-2 years’ experience in a customer service, operations, administration, transportation, warehousing, or logistics role preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

NP Not Present

O Occasional (Up to 25% of time)

F Frequent (26%-74% of time)

C Constant (75% or more of time)