Customer Success Coordinator - MEX

WWEX Group; Monterrey; Híbrido; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

GlobalTranz is seeking a Customer Success Coordinator in Monterrey to manage foundational operations for assigned accounts and ensure a smooth start-to-finish experience for customers. You will work with team members to deliver high levels of service and adhere to department SOPs.

Responsibilities include ensuring account activities align with SOPs, building shipments in the TMS, assisting the team to keep customers satisfied, and coordinating with finance and carrier sales to maintain timely

Formación

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

Responsabilidades

• Ensure all account activities follow established SOPs.
• Ensure shipments are properly built in the TMS and times are logistically feasible.
• Assist pod members to keep assigned customers satisfied.
• Collaborate with finance to ensure smooth collections per contracts.
• Coordinate with Carrier Sales to follow customer SOPs.
• Capable of stepping in and managing accounts during absences.
• Respond to customer emails and calls promptly.
• Proactively monitor shipments for on-time load deliveries and pickups.

Conocimientos

Detail-oriented

Time management

Communication skills

Team player

Hybrid work

Educación

Associate's degree

Bachelor's degree

Herramientas

TMS

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) arealways 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
• Required to work a hybrid schedule including in-office hours

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)