Customer Success Manager - Houston, United States - Dgm Services Inc

Dgm Services Inc
Dgm Services Inc
Verified Company
Houston, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:


Team Management:


  • Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation.
  • Manage the Operations Team, providing direction, support, and training to team members.
  • Establish team goals, objectives, and performance metrics, and monitor team members' performance to ensure targets are met.
  • Conduct regular performance evaluations and provide feedback to team members to facilitate professional growth and development.

Regulatory Compliance:


  • Stay up to date with local, national, and international regulations governing the transportation and handling of dangerous goods.
  • Ensure the team's full compliance with all applicable regulations, including labeling, packaging, and documentation requirements.
  • Review and approve shipment documentation, ensuring accuracy and adherence to regulatory standards.

Training and Education:


  • Organize and conduct training sessions for team members to enhance their knowledge of dangerous goods regulations, safety procedures, and best practices.
  • Ensure team members are properly certified and trained to handle hazardous materials safely.
  • Builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements.
  • Collaborates with sales, warehouse team, and other customerfacing functions to deliver solutions and tools.
  • Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success

Process Improvement:


  • Continuously assess and improve Operations handling processes and procedures to enhance efficiency, safety, and compliance.
  • Collaborate with crossfunctional teams to implement best practices and streamline dangerous goods logistics.
  • Collects and responds to feedback with focused support to identify customer needs and challenges
  • Champion customer needs and drive initiatives to enhance customer experience

Risk Management:


  • Identify potential risks and hazards associated with dangerous goods handling and develop risk mitigation strategies.
  • Investigate incidents and accidents involving dangerous goods processes and procedures, implementing corrective actions to prevent future occurrences alongside Customer Success Manager.
  • Address any concerns or issues related to DG shipments promptly and professionally.
  • Reporting and Documentation:
  • Maintain accurate records of all dangerous goods shipments and ensure proper documentation is in place.
  • Generate reports on DG team performance, compliance, and incident analysis for management review.
  • Track and analyze customer success metrics to communicate customer health and trends
  • Perform other tasks as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:


  • Must have 5 years experience as manager in related industry field, i.e. freight forwarding, packing, warehousing, logistics, transportation, etc.
  • Must have extensive knowledge of the function and department processes.
  • Bachelor's degree in a relevant field (e.g., Logistics, Supply Chain Management, Chemistry, Engineering) or equivalent work experience.
  • Previous experience in dangerous goods management, hazardous materials handling, or a related field.
  • Indepth knowledge of local and international dangerous goods regulations (e.g., IATA, IMDG, ADR). CDGP is a plus.
  • Selfstarter with mínimal supervision required.
  • Clientfocused, organized, and resultsdriven.
  • Must be able to influence the organization's culture by ensuring everyone's aligned on its mission, purpose, and vision.

KNOWLEDGE SKILLS AND ABILITIES

  • Passionate about customer success and creative problemsolving
  • Strong Oral communication speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
  • Strong leadership and team management skills.
  • Attention to detail and a strong focus on safety and compliance.
  • Must have strong work ethics.
  • Must be approachable and helpful.
  • Problem solving identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
  • People skills maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
  • Written communication edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
  • Planning/Organizing prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
  • Quality control demonstrates accuracy and thoroughness and monitors own work to ensure quality.
  • Adaptability adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  • Dependability consistently at work and on time, follows instruction, responds to management direction and solicits feedback to improve per
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