Client Success Associate
About the role
The CSA provides day-to-day support for clients regarding their transportation and logistics needs. After identifying a need, this role will assist clients and AFS teammates by investigating issues and providing valuable solutions. In addition, this role is responsible for upholding our core values: Ethics, Engagement and Excellence.
Essential Functions
- Respond to client inquiries about quality and timely updates, providing excellent customer service
- Collaborate with internal teammates and carriers to efficiently solve problems and provide client solutions
- Engage with clients via phone and email to offer valuable industry updates and news
- Troubleshoot technical issues on behalf of clients and work with IT to provide resolution
- Assist with client reporting needs and provide additional data as requested by internal teammates
- Build relationships and trust with clients through attentive, interactive communication and taking responsibility to alleviate client pain points
- Prioritize daily workload and multi-task with a sense of urgency and adaptability
- Document client communication and interactions via Salesforce
Qualifications and Requirements
- Strong communication skills, both verbally and written
- Empathy and passion regarding customer service
- Detail-oriented, with the ability to gather and organize data
- Enthusiastic and self-motivated to go the extra mile
- Ability to work in a team environment that requires flexibility
- Confident, persistent and results-oriented
- Proficient computer skills including MS Outlook, Word, PowerPoint, and Excel
Education/Experience
High school diploma or GED, required
Preference given to those with experience or studies in transportation/logistics
Working Conditions
This position will be sitting in front of a computer for long hours at a time and may cause eye irritation or even muscle strain. This position does not require any strenuous or physical activity.
Customary Work Hours
8:00 A.M. to 5:00 P.M., Monday through Friday.
Position may require extended hours including evenings and weekends for special events.