Logistics Client Success Specialist

Omnitrans inc.; Buffalo (NY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work environment

Insurance program

401K

Work-life balance

Job summary

Metro Customs Brokers, a subsidiary of Omnitrans Inc., is seeking a Client Success Specialist to join the Client Success Team in the US. You will lead onboarding, coordinate with internal teams, and drive client value through product demonstrations and ongoing support.

Ideal candidates have CRM experience (Salesforce), strong communication, and a proactive problem-solving mindset in a fast-paced environment. Hybrid work setup with two office days per week is offered.

Qualifications

• Onboarding new clients and adding value to the customer journey.
• Coordinate with departments to ensure successful operations integration.
• Develop strategies for retention and growth of the client portfolio.

Responsibilities

• Initiate client onboarding meetings.
• Develop Account Management SOP for new clients.
• Coordinate with departments for successful integration.
• Rectify non-compliance issues during onboarding.
• Resolve client inquiries within internal teams during onboarding.
• Demonstrate Metro/Omnitrans solutions and train clients.

Skills

Customer focus

Analytical skills

Communication skills

Autonomy

Education

Business Administration or Supply Chain degree (asset)

Tools

Salesforce

Job description

Metro Customs Brokers, a subsidiary of Omnitrans Inc. ( A fastfrate Group Company) , is looking for a Client Success Specialist to join our Client Success Team in the US.

We are seeking a Client Success Specialist to:

• Collaborate with Business Units to provide an unparalleled onboarding experience to new clients and add value to the customers’ journey by leveraging expertise to resolve problematic situations quickly.
• Work closely with team members by sharing client insights and developing strategies for retention and growth of the client portfolio.
• Monitor account performance through variance analysis to ensure projected volumes are actualized.

What You will Do:

• Initiate client onboarding meetings.
• Develop Account Management SOP for new clients.
• Coordinate with departments to ensure successful integration into operations.
• Work with clients to rectify areas of non-compliance as identified by the Customs Brokerage operations group (i.e., documentation issues, etc.) during the onboarding cycle.
• Make certain that client inquiries are resolved within the respective internal operational or functional teams during the onboarding cycle.
• Be fully versed in all of Metro/ Omnitrans’ product and service offerings to ensure a long-term value strategy that will align with the clients' mission-focused outcomes.

• Drive the usage of products and technology solutions and ensure that clients receive quality service while taking advantage of company products and solutions.

• Work with various internal resources required for integration.
• Conduct product demonstrations of Metro/Omnitrans technology products and train clients as required in the use of the various systems.
• Explain Metro/ Omnitrans’ various online tools (i.e., track and trace, e-billing, etc.) to clients, through presentations and product demonstrations.

• Monitor the client’s satisfaction at specific service milestones.
• Identify growth opportunities and log in to Salesforce
• Analyze client feedback and work through internal collaboration to improve all aspects of the client’s onboarding experience
• Transition the account to the Client Experience team for ongoing account management.
• Perform general administrative duties.

What You Bring:

• A degree in Business Administration or Supply Chain is an asset.
• A minimum of 3 years of relevant experience working in a customs brokerage or freight forwarding environment.
• Experienced in using a CRM platform such as Salesforce or the likes
• Thrives in a start-up environment – creative problem solver, proficient at systems/process integration & driving proactive suggestions for improvement.
• Results-oriented with strong decision-making skills and the ability to prioritize multiple objectives while meeting aggressive deadlines.
• Solid background in operations.
• Strong analytical skills.
• Capable of navigating the company to obtain information for clients.
• Ability to proactively problem-solve and troubleshoot issues ranging from minor processes to complex business solutions.
• Ability to organize, work in a highly autonomous environment and be accountable.
• Excellent verbal and written communication skills in English.

What We Offer:

• To be part of an international company with offices across Canada, the United States and China, which has been providing logistics and customs brokerage services for 45 years.
• To work with a highly collaborative team and strong professionals in the industry.
• Industry leading compensation package.
• Have access to a complete insurance program.
• 401K and contribution of the company.
• A hybrid work environment with two days per week at the office.
• A work environment that allows you to bring your ideas to life and develop your potential.
• Work-life balance.

$60,000- $75,000

Salary range varies depending on location, relevant experience, qualifications, and skills.

#LI-Hybrid

#LI-SK1