Forward Air

Position: Key Client Success Coordinator

Compensation: $26-32 per Hour

Available Schedule: Monday through Friday 8:30 AM - 5:30 PM

Job Description:

The Key Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our key clients. The Key Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding and to ensure client expectations are fulfilled. From the point of view of our clients, our Client Success team is Ramp Logistics.

Core Responsibilities & Duties

• Monitor shipping and receiving activity to ensure compliance with service level agreements (SLAs) and work specifications
• Respond to client email and phone inquiries
• Develop and manage client relationships
• Track and follow up on outstanding client requests to ensure timely resolution
• Initiate claims and investigations with internal departments and external vendors on behalf of clients
• Contribute to continuous improvement efforts to deliver better service to clients over time
• Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
• Investigate mis-ships, or other issues that may arise
• Follow up with the operations team to ensure client’s orders are shipping accurately and on-time
• Develop an understanding of your client’s vendors, including but not limited to their routing instructions, packing requirements, ect.
• Develop a strong understanding of your client’s brand as a whole and use higher level thinking to help them accomplish their yearly goals and grow their brands through successful fulfillment
• Other duties as assigned

Job Requirements & Qualifications:

• At least 1-2 years’ experience in a customer service or customer-facing role
• Strong written and oral communication skills
• Strong organizational and planning skills
• Teamwork and collaboration skills, ability to interact at all levels of the organization
• Problem-solving ability
• Ability to quickly learn new software and reporting tools
• Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines
• Maintain a positive, customer-centric mindset focused on solutions
• Experience working with WMS systems or ERP systems (such as Manhattan or Netsuite)
• Experience working within a 3PL fulfillment service specializing in apparel and footwear

What We Offer:

• Competitive base salary
• Paid time off within the first year of employment, sick time and holidays
• Company provided life insurance
• Health, vision, and dental insurance options
• Commuter benefit plan
• Optional supplemental life insurance
• 401(k)
• Wellness program
• A great place to work with a terrific culture

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication

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