Customer Experience - Commercial Support & VIP Agent

Under the supervision of the Commercial Support Supervisor, the Commercial Support Specialist supports commercial growth initiatives through newfound account opportunities while delivering exceptional customer service to internal and external stakeholders. This role focuses on supporting the sales organization by working and developing leads, and also supports the Customer Experience team through VIP account coverage to maintain a high standard of customer experience execution. The specialist serves as a liaison between Sales, Customer Experience, Operations, IT, Finance, and customers to promote communication, responsiveness, and customer satisfaction.

Responsibilities

• Supports the identification of sales leads, market trends, and customer opportunities by working with the Marketing team.
• Collaborates with the Commercial Support Supervisor in working leads and coordinating with Sales Support staff to grow them.
• Monitors Sales KPIs, campaign ROI, and customer engagement metrics with the Commercial Support Supervisor.
• Maintains customer contact records for newly found accounts and updates business information within Salesforce and Outlook.
• Coordinates with Operations, IT, Finance, and other internal departments to support efficient cargo flow and customer experience execution for VIP accounts.
• Provides custom reporting to VIP accounts as needed.
• Assists the Commercial Support Supervisor in meeting CEC VIP KPIs, service standards, and performance metrics.
• Participates in process improvement initiatives and cross-functional project teams.
• Promotes a customer-focused culture centered on responsiveness, professionalism, and continuous improvement.
• Performs other duties as assigned.
• Complies with all policies and standards.

Requirements

• 1-3 years of experience in sales support, customer service, customer experience, or commercial operations (required).
• 1-3 years of experience using Salesforce or other CRM systems (strongly preferred).
• 1-3 years of experience in logistics, transportation, supply chain, or international trade (preferred).
• 1-3 years of experience working with operational or customer service KPIs (preferred).
• High school diploma or equivalent (required).
• TWIC - Transportation Worker Identification Credential (required).
• Valid state driver’s license (required).

Skills

• Strong organizational skills.
• High proficiency in Salesforce reporting, dashboards, campaign tracking, and CRM data management.
• Strong customer service and relationship management skills.
• Excellent written, verbal, and presentation communication skills.
• Strong interpersonal skills with the ability to collaborate across departments and with external customers.
• Ability to work effectively in a fast-paced environment while meeting deadlines.
• Strong analytical and problem-solving capabilities.
• Knowledge of international trade, logistics, and port operations (preferred).
• Proficiency in Microsoft Office applications including Excel, PowerPoint, Outlook, and Teams.