Customer Success Specialist

We seek a proactive and customer-focused Customer Success Specialist (CSS) to manage and optimize the end-to-end shipment lifecycle. The ideal candidate will be responsible for delivering outstanding service by coordinating with internal teams and external stakeholders to ensure seamless order management and customer satisfaction. 

Key Responsibilities: 

•           Order & Shipment Management: 

o           Receive and process customer orders and sales contracts. 

o           Oversee the entire shipment lifecycle, ensuring timely and efficient delivery. 

•           Stakeholder Coordination: 

o           Collaborate with the sales team, purchasing department, and production team to fulfill customer orders. 

o           Maintain clear communication with internal and external stakeholders to streamline operations. 

•           Customer Relationship Management: 

o           Build and maintain strong relationships with assigned customers to ensure smooth operations. 

o           Provide timely updates on shipment status and proactively manage any issues or exceptions. 

•           Issue Resolution & Complaint Handling: 

o           Act as the first point of contact for customer inquiries, including track-and-trace requests. 

o           Handle and resolve customer complaints, involving other teams when necessary. 

o           Support customers in filing and resolving claims by collecting required documentation and liaising with claims handlers. 

•           Performance & Compliance: 

o           Ensure adherence to key performance indicators (KPIs) and service level agreements (SLAs). 

o           Work closely with the Pricing and Billing teams to ensure accurate transactions and customer satisfaction.