Specialist, Customer Success

Overview

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts.
• Build strong, long-term relationships with customers.
• Understand customer business requirements and operational needs.
• Maintain regular communication with customers and provide timely updates.
• Conduct customer meetings and business reviews.

Customer Experience Management

• Deliver a high standard of customer service across all interactions.
• Monitor customer satisfaction and identify opportunities for improvement.
• Manage customer expectations through proactive communication.
• Support customer onboarding and implementation activities.
• Develop action plans to improve customer experience and account performance.

Operational Coordination

• Coordinate daily with Warehouse, Transportation, Operations, Finance, and Commercial teams.
• Follow up on inbound, outbound, inventory, transportation, and delivery activities.
• Ensure customer requests are completed within agreed timelines.
• Track operational issues until full resolution.
• Escalate critical issues when necessary.

Sla & Performance Management

• Monitor customer KPIs and contractual Service Level Agreements (SLAs).
• Track operational performance and compliance.
• Investigate SLA breaches and coordinate corrective actions.
• Maintain customer performance scorecards.
• Support continuous improvement initiatives across customer accounts.

Complaint & Escalation Management

• Manage customer complaints and escalations from receipt to closure.
• Coordinate investigations with internal departments.
• Perform root cause analysis and ensure corrective actions are implemented.
• Keep customers informed throughout the resolution process.
• Maintain accurate escalation records.

Reporting & Business Reviews

• Prepare weekly and monthly customer performance reports.
• Develop customer dashboards and KPI summaries.
• Support Quarterly Business Reviews (QBRs).
• Monitor customer health and identify retention risks.
• Maintain customer action logs and follow up until completion.

Financial & Commercial Support

• Coordinate invoice-related inquiries with Finance.
• Support billing validation and operational charge verification.
• Monitor manual trackers for overtime, additional charges, and customer-specific operational costs.
• Help identify missed billable services and revenue opportunities.
• Support collection activities when required.
• Identify opportunities for additional services and refer them to the Commercial team.

Continuous Improvement

• Identify trends, service gaps, and improvement opportunities.
• Recommend process improvements to enhance customer satisfaction.
• Support digital transformation and automation initiatives within the Customer Experience department.
• Share customer feedback with internal stakeholders to improve service delivery.