Client Success Specialist

Forward Air Corp.; Los Angeles, Northern (CA, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Job summary

Forward Air Corp. is seeking a Client Success Specialist in Los Angeles to support day-to-day customer needs, onboarding, pricing, and order execution.

The role collaborates with Sales, Operations, Supply Chain, and Finance to ensure a high-quality customer experience across the multimodal freight network. The position emphasizes proactive problem solving, responsive communication, and accurate documentation while contributing to revenue growth and customer retention in a fast-paced, on-site

Qualifications

• Associate's or Bachelor's degree preferred.
• Experience in customer success, sales support, or sales operations.
• Strong organizational and communication skills.
• Proficiency with CRM, quoting platforms, transportation management systems (TMS), reporting tools.
• Ability to collaborate across Sales, Operations, Supply Chain, Finance, and Customer Service.

Responsibilities

• Serve as the primary point of contact for day-to-day operational needs, including order status and service inquiries.
• Coordinate customer onboarding and ensure documentation, system setup, and milestones are met.
• Support contract prep, review coordination, and renewal tracking.
• Monitor accounts and maintain accurate documentation and SOPs.
• Prepare quotes, proposals, and RFP responses based on requirements and carrier rates.
• Validate pricing accuracy and margins to ensure compliance with standards.
• Partner with cross-functional teams to execute commitments.
• Resolve billing issues, pricing discrepancies, and documentation exceptions promptly.
• Monitor invoice aging and follow up on outstanding balances.
• Generate sales reports, dashboards, and customer performance metrics.

Skills

Customer success

Account coordination

Analytical thinking

Communication

Organization

Education

Associate/Bachelor degree

Tools

Salesforce

CargoWise

Power BI

Excel

TMS

Job description

• Locations 2501 W Rosecrans Ave, Los Angeles, CA, 90059, US (On-site)
• Job Category Sales / Account Management
• Job Category Commercial
• Job Function Sales Operations and Enablement

Job Description

Pay Range: $70,000-$90,000 per/year

The Client Success Specialist plays a critical role in supporting customer satisfaction, account retention, and revenue growth by serving as a key liaison between customers and internal teams. This role enables Account Executives to focus on business development and strategic account management by owning day-to-day customer support, operational coordination, and sales administration activities. They partner closely with Sales, Operations, Supply Chain, Customer Service, and Finance to ensure seamless onboarding, accurate quoting, efficient order execution, and timely issue resolution. They serve as a trusted point of contact for customers, helping to build long-term relationships through responsiveness, communication, and proactive problem solving. They also support pricing activities, performance reporting, and customer lifecycle management to drive a high-quality customer experience across the organization’s multimodal freight network. Success in this role requires strong organizational skills, attention to detail, customer focus, and the ability to thrive in a fast-paced, cross-functional environment.

Responsibilities

• Serve as the primary point of contact for customers regarding day-to-day operational needs, including order status, documentation requests, service inquiries, and issue resolution.
• Coordinate customer onboarding activities and ensure completion of required documentation, system setup, and implementation milestones.
• Support contract preparation, review coordination, execution tracking, and renewal management activities.
• Monitor customer accounts and maintain accurate account documentation, records, and standard operating procedures.
• Prepare customer quotes, pricing proposals, bids, and RFP responses based on customer requirements and carrier/vendor rates.
• Validate pricing accuracy, margin requirements, and supporting documentation to ensure compliance with business standards.
• Partner with Sales, Operations, Supply Chain, Customer Service, and Finance teams to ensure successful execution of customer commitments.
• Resolve customer concerns, billing discrepancies, pricing issues, short shipments, and documentation-related exceptions in a timely manner.
• Monitor invoice aging and proactively follow up with customers regarding outstanding balances and payment-related inquiries.
• Generate sales reports, dashboards, quarterly business reviews (QBRs), and customer performance metrics to support business decision-making.
• Assist with forecasting, pipeline reporting, and other sales operations processes.
• Identify potential upsell and cross-sell opportunities through analysis of customer activity, service gaps, and operational trends, and communicate opportunities to the appropriate sales representative.
• Facilitate communication between customers, sales representatives, and internal stakeholders to ensure alignment and responsiveness.
• Maintain proposal, pricing, and operational process templates while continuously identifying opportunities for process improvement.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: Associate’s degree or Bachelor’s degree in Business, Supply Chain, Logistics, Transportation, Sales, Marketing, or a related field, from an accredited college or university, preferred. Equivalent combination of education and experience may be considered.
• Experience: Prior experience in customer success, sales support, sales operations, account coordination, customer service, or a related business support role; experience within freight forwarding, transportation, logistics, or supply chain environments strongly preferred.
• Strong organizational, prioritization, and project coordination skills with the ability to manage multiple tasks and competing deadlines.
• Excellent interpersonal, written, and verbal communication skills with a strong customer-focused approach.
• Proficiency with CRM systems, quoting platforms, transportation management systems (TMS), reporting tools, and Microsoft Excel; experience with Salesforce, CargoWise, WorldTrak, Power BI, or similar platforms preferred.
• Strong analytical and problem-solving skills, including experience reviewing pricing information, identifying discrepancies, and validating margins.
• Ability to collaborate effectively across cross-functional teams including Sales, Operations, Supply Chain, Finance, and Customer Service.
• Familiarity with multimodal freight services, including ground, air, ocean, and expedited transportation is preferred.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.

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#LI-Onsite

WHAT WE OFFER

• Compensation: Competitive base pay based on experience, industry/geographic benchmarks and internal equity. Some positions may be eligible for incentive pay programs and/or equity-based incentives. Pay ranges published on job boards are not provided nor verified by the Company.
• Health: Medical and Pharmacy insurance; Health Savings Account (HSA); Vision; Dental; Life and Disability; Critical Illness; Accident Indemnity; Hospital Indemnity; On-demand telehealth via Teladoc; Employee Assistance Program (counseling and financial/lifestyle coaching).
• Wealth: 401(k) retirement savings plan with employer match; Employee stock purchase program; Flexible Spending Account (FSA); Commuter Benefits; LegalEASE legal coverage.
• Time: 7 paid holidays and generous Paid Time Off (PTO) tiers ranging from 10–25 days annually.
• Culture: A collaborative, transformation-driven, solutions-first environment full of "can do" attitude and "will do" work ethic.

ADDITIONAL INFORMATION

• Agencies: The Company does not accept unsolicited outreach from third parties. Absent an agreement signed by internal Talent Acquisition and Procurement, and a documented request from Talent Acquisition to submit candidates for a specified requisition, we will not approve payments to any third party.
• Work Authorization: Within the United States, the Company is an E-Verify employer. Unless otherwise indicated, U.S.-based workers must be legally authorized to work in the U.S. without sponsorship, including but not limited to F-1, H-1, H-2, L, J, and TN visas, etc.
• Diversity, Equity and Inclusion (DEI): The Company is proud to be an equal opportunity employer . Applicants will be considered without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.
• Reasonable Accommodations: Physical/mental requirements are listed only to identify where potential accommodations may be needed, not as qualification standards. In compliance with applicable laws and regulations (including ADA, ADEA, and FMLA), accommodations may be available to qualified individuals unable to perform essential duties without them. Additional requirements may apply to meet legal, regulatory, and Company standards.
• Recruitment Fraud: We will only contact you from @forwardair.com or @omnilogistics.com emails (system messages may come from @workflow.email.us-phoenix-1.ocs.oraclecloud.com). If reached via Indeed or LinkedIn, verify recruiters by reviewing their LinkedIn profiles. We will never request sensitive personal information outside secure systems, nor ask for purchases. Report suspected scams to the Federal Trade Commission and your state Attorney General .