Complete Shipping Solutions Looking for Customer Success Position at Edmonton, AB Full Time

Join the Complete Shipping Solutions Team

Since opening our doors in 2010, Complete Shipping Solutions has been an all-in-one solutions provider for our customer’s shipping, warehousing, 3PL logistics and e-commerce needs. Our team is passionate, driven, and dedicated to helping companies grow by finding solutions to simplify their logistics.

As we continue to grow, we’re looking for people who can responsibly execute on their promises with effort and integrity. If you’re reliable, want to work with a passionate team committed to exceeding our customers’ expectations, and have a customer-first mentality, we’d love to hear from you!

You’ll love working at Complete Shipping Solutions! It’s our people who make us great, and we treat them like family.

CUSTOMER SUCCESS SPECIALIST

We are currently looking to hire a customer success specialist who is new to or looking to further their career in the transportation and logistics industry.

Providing customer success services, enhancing our service value, reducing churn, and maintaining a high-level view of the support process are your responsibilities as a Customer Success Specialist

The role picks up where sales leave off. Customer Success helps onboard customers and becomes their mentors. By serving as internal advocates and client liaisons, these specialists develop and maintain long-term business relationships.

You will have strong communication and presentation skills and play a key role in strengthening the relationship between our company and our customers.

ROLES AND RESPONSIBILITIES:

· Communicating with customers daily to build good rapport and deep-rooted connections for long term retention.

· Identifying customer needs, and challenges and finding solutions for each customer

· Follow-up. You respond to queries in a timely fashion and stay on top of tasks.

· Identifying opportunities for service growth and expansion.

· Clearly communicate the value of new SMARTT Shipping features, further driving adoption.

· Quickly identify gaps in our service and systems that impact our customers and escalate them to the appropriate department or manager.

· Work closely with our development teams to ensure issues are resolved.

· Training and coaching new and existing clients on how to utilize the SMARTT Shipping platform

· Create documents, SOPs, and templates to allow for a congruent onboarding process.

· Assist Sales Team to develop language, and sales pitch ideas to be used

· Work with the Sales Manager, Sales Team, and Marketing Manager to build, improve and roll out the onboarding package.

· Track all communication with customers in our ERP software (NetSuite) to ensure all interactions can be noted for future reference by any CSS team member

· Learn and understand integration basics between our WMS, CSS SMARTT Shipping and customer ecommerce platforms such as Shopify, Magento, WooCommerce, word press etc. to be able to understand customer’s questions

· Contact all customers when a SMARTT notification is prompted regarding their account. E.g. First shipment, $ amount exceeded, carrier exclusions. Use these notifications as touchpoints to keep present in the client’s mind, and show care when issues arise with carriers.

· Daily reporting to the sales manager to review the status of calls, tracking of information, opportunities discussed, and all-important interactions with customers.

· Use data collection and analysis to improve the customer experience

· Educate our clients on best practices to help them grow their business and be successful.

· Contact inactive customers

REQUIREMENTS

· High School Diploma, required

· 2+ years of logistics industry experience preferred

· Minimum of 2+ years’ experience in a customer success or customer-facing role – preferably in a B2B service industry.

· Excellent communication skills — both in delivery and active listening.

· Fully fluent in English, both written and verbal. Additional languages are an asset.

· Proficient with CRMs, and Microsoft 365.

· Strong problem-solving, organizational, time-management, and administrative skills

PREFERRED QUALIFICATIONS

· Industry knowledge in logistics, warehousing, supply chain, and transportation is an asset.

· Working knowledge of Microsoft PowerPoint, Excel, and Word.

· Ability to work under pressure, meet tight deadlines, and thrive in a fast-paced and high-pressure environment.

· Ability to be a positive and constructive liaison with all other department members

· Ability to be a team player with a high level of dedication and maintain a positive and professional attitude with everyone.

CHECK US OUT!

Website: completeshipping.ca

LinkedIn: linkedin.com/company/complete-shipping-solutions-inc-/about/

Thank you very much for your application. We will contact only those selected for interviews.

JOB TYPE: Full-time, Permanent

SALARY: $00,000.00-$00,000.00 per year

SCHEDULE

• 8-hour shift
• Day Shift
• Monday to Friday

BENEFITS

· Competitive compensation

· Career growth

· Medical & dental benefits

· Onsite gym

· Wellness programs that include jiu jitsu, boxing, and yoga classes

• Positive working environment and culture

LANGUAGE

WORK REMOTELY

· No

Job Type: Full-time

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site gym
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Experience:

Expected start date: 2022-09-15