Customer Success Coordinator - MEX

Worldwide Express; Monterrey; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

GlobalTranz is seeking a Customer Success Coordinator in Monterrey to manage foundational account operations, ensure shipments are scheduled correctly, and deliver outstanding service to assigned customers from start to finish.

You will collaborate with the Customer Success team and Carrier Sales, assist with contract-based processes, monitor daily tasks for accuracy, respond to inquiries promptly, and proactively safeguard customer satisfaction throughout the partnership.

Formación

• Extremely detail-oriented and goal-focused.
• Excellent written and verbal communication; strong organizational skills.
• Willingness to learn on-the-fly and stay coachable.

Responsabilidades

• Ensure account activities align with standard operating procedures for the assigned account.
• Verify shipments are built correctly in the TMS and logistically feasible.
• Assist team members to keep customers satisfied in the partnership with GlobalTranz.
• Coordinate with Finance for timely collections per GTZ or customer contracts.
• Collaborate with Carrier Sales to follow customer SOP guidelines.
• Step in and manage accounts in the absence of team members.
• Respond to customer emails and calls promptly.
• Proactively monitor shipments to ensure on-time deliveries and pickups.

Conocimientos

Detail-oriented

Willingness to learn

Proactive

After-hours support

Time management

Communication skills

Team player

Educación

Associate's or Bachelor's degree preferred

1-2 years' experience in customer service, operations, administration, transportation, warehousing, or logistics role 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.

• 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)