Customer Success & Brand Engagement Specialist

Position Overview

We’re looking for a Customer Success & Brand Engagement Manager to be the connection point between our customers, operations team, and the Relay Express brand. This position blends relationship management, communication, and marketing engagement — ensuring every customer touchpoint reflects the professionalism and care that define Relay Express.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries, order entry, and service updates.
• Answer phones and respond promptly and professionally to customer calls and emails.
• Accurately enter and manage delivery orders in our system with attention to detail and follow-through.
• Build and maintain long-term relationships through proactive communication and support.
• Collaborate with operations and dispatch to ensure customer expectations are met and exceeded.
• Track and analyze customer feedback to improve service quality and retention.
• Manage Relay Express’s social media platforms and campaigns to strengthen brand awareness and engagement.
• Develop creative, engaging content that highlights our services, team, and community involvement.
• Partner with leadership to plan and execute marketing initiatives, customer spotlights, and event promotions.
• Maintain brand consistency across all customer and public communications.
• Work cross-functionally with sales, operations, and compliance to ensure smooth communication and alignment.
• Support internal culture and communication initiatives, including newsletters and team events.

Qualifications

• Experience in customer success, account management, or marketing communications preferred but not required.
• Strong interpersonal and written communication skills with a professional phone presence.
• Proficiency in Microsoft Office and experience with CRM or order-entry systems preferred.
• Experience with social media management tools and basic content creation (e.g., Canva, Meta Business Suite).
• Excellent organization and multitasking skills with high attention to detail.
• A positive, team-oriented mindset with a passion for service and brand growth.