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    Client Success Coordinator - Irvine, United States - Forward Air

    Forward Air
    Forward Air Irvine, United States

    1 week ago

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    Description

    Compensation:
    $ per hour


    Company Overview:


    Omni Logistics is a global provider of air, ocean and ground services, including supplemental services for enterprises dependent on the efficient movement of high value freight.

    Omni Logistics is a wholly owned subsidiary of Forward Air, a leading asset-light provider of transportation services across the United States, Canada and Mexico.

    We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals.

    In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first- and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services.

    We are more than a transportation company. Forward is a single resource for your shipping needs.


    The Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our clients.

    The Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding and ensure client expectations are fulfilled.

    From the point of view of our clients, our Client Success team is Ramp Logistics.

    This role serves as a key liaison between clients and all departments and services provided by Ramp Logistics. This includes


    handling client communications between departments, and coordinating with warehouse functional areas (shipping, receiving, VAS, inventory control, returns), finance, sales, and external vendors such as freight carriers.

    Responsibilities include, but are not limited to, the following:

    • Monitor shipping and receiving activity to ensure compliance with SLAs and work specifications
    • Respond to client email and phone inquiries
    • Develop and manage client relationships, building understanding and trust
    • Track and follow up on outstanding client requests and issues 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
    • Collaborate with internal departments and external vendors to deliver results for clients
    • Assist as needed with onboarding new clients; coordinate with Operations and other departments to ensure client needs
    and expectations are understood

    The following is required for this role:

    • 1-2 years or more 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 such as WMS, ERP, 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

    The following is preferred for this role:

    • 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.
    • Two weeks of 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.
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