Client Success Coordinator (TH-MO, 12pm - 9pm)

Description

At Vektor Logistics, we are dedicated to seamlessly connecting suppliers of perishable food and beverages with retailers, all while prioritizing people, fostering strong relationships, and ensuring supply chain excellence in every shipment we handle. 

Your goal as part of the dream team is to grow your portfolio of business by focus on execution, client experience, and efficiency. We will provide the knowledge, internal strength, support, and expertise of the foundational “boots on the ground” team whose vision is to watch you soar and realize your career and financial dreams. 

This role is an in-office position located in Fresno, CA. 

Duties and Responsibilities include:

Execution

· Answer customer/carrier calls, chats, and/or emails quickly, address all customer/carrier questions and concerns

· Notates all calls and actions in appropriate places (TMS, Teams, etc.)

· Performs routine tracking and tracing, updating loads as necessary

· Performs corrections or updates to minor load issues 

· Provides solutions to site related issues and/or triages issues as necessary

· Escalates larger customer, carrier, and load issues to appropriate team member

· Follows all Vektor company/department/customer SOPs

Customer Service

· Provides a “best in class” client experience by actively listening to customers/carriers, educating customers, when necessary; effective in identifying solutions and taking quick actions

· Follows through on customer/carrier requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement

· Manages conflict and navigates difficult conversations with the customer/carrier using tact and diplomacy

· Performs duties and responsibilities with our customer’s satisfaction as the number one priority

Efficiency 

· Meets or exceeds all identified department KPI's and quality standards

· Completes activities with accuracy and compliance to Vektor and customer expectations

· Understands and utilizes available tools and resources – including seeking help from peers and/or leadership as necessary

· Has ability to work independently with minimal supervision

· Other duties or responsibilities as assigned according to team needs. 

Requirements

· Minimum 2 years of customer service experience related field

· Minimum of 2 years in transportation/logistics/supply chain industry (preferred)

· Proficient in Microsoft Office (Word, Excel, and Outlook) and strong internet skills

· Ability to persuade, motivate, influence, and negotiate with others

· Ability to work in a team environment, while also delivering independent results

· Excellent verbal and written communication skills

· Commitment to operational excellence and outstanding customer service

· Strong prioritization and multi-tasking skills

· Ability to travel 10-15% based on customer and team needs

· High School degree or GED equivalent