Customer Success Coordinator

Auctane; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Health & well-being

Meal allowance

Clothing allowance

Bonuses & incentives

Vacation days

Sick days

Holidays

Professional development

AD&D Insurance

Job summary

Auctane is seeking a Customer Success Coordinator to manage foundational operations for assigned accounts and grow our GlobalTranz partnership. You will work with the Customer Success team to ensure timely, accurate service and a smooth end-to-end experience for clients.

The role requires attention to detail, proactive task management, and availability after-hours for urgent issues. You will collaborate with cross-functional teams and operate in a hybrid office setting.

Qualifications

• Extremely detail-oriented and goal-focused.
• Proactivity toward daily tasks and learning on-the-fly.
• Available after-hours for urgent issues.
• Excellent written and verbal communication skills.
• Ability to work well in a team-based environment.

Responsibilities

• Ensure all account activities follow standard operating procedures.
• Ensure shipments are properly built in the TMS and appointments logged.
• Assist pod members to keep assigned customers satisfied.
• Coordinate with finance for collections per contract terms.
• Work with Carrier Sales to follow customer SOPs.
• Step in to manage accounts in the absence of team members.
• Respond to customer emails and phone calls promptly.
• Proactively monitor shipments to ensure on-time loads.

Skills

Detail oriented

Time management

Communication skills

Team player

Hybrid work

Education

Associate degree

Bachelor's degree

Tools

McLeod Powerbroker (TMS)

Front (customer service platform)

Customer Portals

Job description

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

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.

About the team

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.

What will you be doing?

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

What are we looking for?

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

What will make you stand out?

Associate’s or bachelor’s degree preferred

1-2 years’ experience in a customer service, operations, administration, transportation, warehousing, or logistics role preferred

The Tech

McLeod Powerbroker (TMS)

Front (customer service platform - through email)

Certain Customer Portals

What do we offer?

1. Health & Well-being

Auctane prioritizes the health and well-being of our employees and their families.

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.
• Access to confidential counseling and support services for mental health and personal challenges.
• Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements

We offer benefits aimed at providing financial stability and enhancing your overall compensation.

• Financial protection for your loved ones.

Accidental Death and Dismemberment (AD&D) Insurance

• Additional financial protection in the event of accidental death or dismemberment.

Meal and Clothing Allowance

• Up to 3,000 PHP per month for meal and clothing expenses.

Bonuses and Supplemental Income

• Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance

Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

• 15 paid vacation days per year, with additional days increasing with tenure.
• 15 paid sick days per year.
• Observation of statutory national and local holidays.
• Supportive leave in times of personal loss.

4. Professional Development & Recognition

We invest in your continuous growth and acknowledge your contributions to Auctane's success.

• Support for continuous learning and professional development.
• Incentives for recommending great talent to join the team.