Remote Logistics Customer Success Manager

Mamba Logistics, Inc.; Glendale (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote / hybrid work flexibility

Competitive compensation

Paid time off and holidays

Medical, dental, and vision benefits

Retirement savings options

Paid onboarding and role-specific训练

Job summary

Mamba Logistics, Inc. is seeking a proactive Customer Success Manager to support customers through their logistics experience. You will act as the primary contact for assigned customers, coordinating shipments, resolving service issues, and strengthening long-term relationships.

The ideal candidate combines strong customer-service skills with knowledge of logistics, shipment coordination, and operational problem-solving. This role supports remote/hybrid work arrangements.

Qualifications

• High school diploma or equivalent.
• 2–4 years of experience in customer success, account management, logistics, transportation, customer service, operations, or related field.
• Excellent written and verbal communication skills.
• Strong relationship-building and problem-solving abilities.
• Excellent organization and follow-through.
• Ability to manage multiple customer accounts and priorities.
• Proficiency with CRM systems, email, spreadsheets, and standard business software.
• Ability to work independently in a remote or hybrid environment.
• Strong attention to detail.

Responsibilities

• Serve as a primary point of contact for assigned customers.
• Build and maintain professional, long-term customer relationships.
• Understand customer requirements, service expectations, and recurring logistics needs.
• Conduct regular customer check-ins and follow-ups.
• Maintain accurate customer profiles, preferences, and communication records.
• Identify opportunities to improve the overall customer experience.
• Coordinate with logistics and operations teams to support customer shipments.
• Monitor active shipments and provide customers with timely status updates.
• Confirm pickup and delivery information when appropriate.
• Follow up on delayed, rescheduled, or exception shipments.
• Ensure customer-specific requirements are communicated to the appropriate operational teams.
• Help coordinate solutions when transportation issues arise.
• Receive and investigate customer concerns regarding shipments, deliveries, documentation, or service.
• Coordinate with carriers, drivers, operations personnel, and management to resolve issues.
• Maintain ownership of customer issues through resolution.
• Provide customers with clear updates regarding corrective actions and expected timelines.
• Document issues, resolutions, and follow-up requirements.
• Escalate complex operational, contractual, financial, or safety matters appropriately.
• Respond to customer inquiries by phone, email, and approved communication platforms.
• Provide clear information regarding shipment status, scheduling, documentation, and service updates.
• Communicate delays and operational changes proactively.
• Maintain professional communication during time-sensitive or high-pressure situations.
• Coordinate internally before providing information requiring operational confirmation.
• Maintain accurate customer account information within CRM and logistics systems.
• Review customer activity and identify recurring service concerns.
• Assist with customer onboarding and implementation of new accounts.
• Coordinate customer-specific procedures and documentation.
• Ensure account notes and service requirements remain current.
• Assist new customers with onboarding process.
• Collect required customer information and documentation.
• Coordinate with operations to establish customer-specific shipping procedures.
• Explain communication processes, shipment tracking, and support procedures.
• Monitor early customer activity and identify potential onboarding issues.
• Track customer service metrics, shipment issues, response times, and recurring concerns.
• Prepare customer-performance reports and summaries.
• Monitor trends that may affect customer satisfaction or retention.
• Communicate recurring operational issues to management.
• Assist with developing recommendations for service improvements.
• Build strong relationships that encourage customer retention.
• Identify opportunities for additional services based on established customer needs.
• Coordinate with sales or management when a customer has potential expansion opportunities.
• Monitor customer satisfaction and proactively address concerns.
• Assist with customer renewal and retention initiatives.
• Work closely with logistics coordinators, dispatch personnel, operations managers, accounting, carriers, and other internal teams.
• Communicate customer priorities and service requirements clearly.
• Participate in operational and customer-review meetings.
• Follow up on internal action items affecting customer accounts.
• Help improve communication between customer-facing and operational teams.
• Maintain accurate CRM records and customer correspondence.
• Document customer issues, resolutions, meetings, and action items.
• Prepare weekly and monthly customer-service reports.
• Track open customer issues until completion.
• Assist management with customer-retention and service-performance reporting.

Skills

Customer success

Account management

CRM management

Cross-functional communication

Organization

Follow-up

Problem-solving

Shipment tracking

Logistics coordination

Relationship management

Education

Associate's or Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Communications, or related field

Tools

CRM platforms

Transportation Management Systems (TMS)

Spreadsheets

Job description

Mamba Logistics, Inc. is seeking a proactive Customer Success Manager to support customers through their logistics experience. You will act as the primary contact for assigned customers, coordinating shipments, resolving service issues, and strengthening long-term relationships.

The ideal candidate combines strong customer-service skills with knowledge of logistics, shipment coordination, and operational problem-solving. This role supports remote/hybrid work arrangements.