Customer Relations Specialist
Job Summary: The Customer Relations Specialist will resolve any issues that arise to ensure customers are satisfied with our services. In this role, you will be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. You will help promote a team environment with the Customer Relations Team and operating personnel, providing support and day-to-day aid to the team. The goal of this position is to help the company safeguard revenue and retain customers.
Key Duties and Responsibilities:
Responsibilities include but are not limited to:
- Provide informed input for new opportunities and follow the opportunity process through the RFP process.
- Serve as the main point of contact for all assigned accounts and communications while following the process.
- Maintain all customer contact and profile information within the TMS.
- Follow strict guidelines on submission of orders to the order entry team throughout the Order Life Cycle.
- Proactively submit claims within 48 hours of receiving them, including updates to customers.
- Initiate customer calls if there are issues.
- Conduct bi-weekly calls with large customers.
- Actively alert customers to detention/assessorials, seeking approval through the assessorial process.
- Proactively report setup for customers from tracking to KPIs.
- Monitor customer shipping patterns to identify infractions.
- Demonstrate the ability to effectively train and peer coach.
- Demonstrate efficiency and effectiveness in front-end operations while adhering to all company programs and procedural compliance.
- Adhere to all company policies, procedures, and safety standards.
- Act resourcefully to ensure work is completed within specified time and quality parameters.
- Focus on service; accurately identify customers’ requirements.
- Identify tasks that need to be done and accomplish them. Review the task board daily to meet deadlines.
- Initiate Corrective Action through the CAPA process.
- Escalate issues to the Director of Customer Relations if not resolved or understood.
Skills and Requirements:
- Proven experience as a Customer Relations Specialist, 2 years required.
- Experience working in the transportation industry, 2 years required.
- Proven track record of meeting and exceeding targets.
- Background in customer service; industry knowledge is a plus.
- Experience tracking relevant KPIs (e.g., customer satisfaction).
- Proficient in MS Office, with working knowledge of CRM and TMS platforms (e.g., Salesforce).
- A customer-oriented attitude.
- Excellent communication and negotiation skills.
- Problem-solving aptitude.
- Ability to work well with a team.
- Associate degree or BA in Business Administration.
- Proven record of account revenue generation.