We are seeking an eager Client Service Manager that wants to get their foot in the door at a fast-growing logistics technology start up. This position will use their customer service skillset to research, troubleshoot, escalate and resolve customer issues in an accurate and timely manner. You will be responsible for meeting SLAs, providing excellent customer experience and advocating on behalf of our clients. You will be working with different systems, software and teams to follow standard procedures and escalate unresolved issues to appropriate internal departments.

Responsibilities

• Build relationships with assigned customers, help them with issues, lead regular meetings and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts

• Be a customer advocate while capturing customer feedback and reporting requests to Product Management, Logistics Partner, Development and other relevant internal teams

• Own client SLAs and proper escalation of unresolved issues to the appropriate internal teams in contracted time-frame

• Field support calls, tickets, chat, email, and/or other communication from customers with inquiries and provide friendly, prompt and accurate feedback to customers

• Use tools to research, diagnose, troubleshoot and build solutions to resolve customer issues

• Ensure proper recording and closure of all issues via Freshdesk & ClickUp ticketing systems

• Prepare accurate and timely reports displaying relevant data including but not limited to SLAs, CSAT, escalations and ticket data

• Create and document knowledge in the form of knowledge base notes, articles and SOPs

• Previous supply chain experience highly desirable

• Other related duties as assigned

  Requirements

• Bachelor's degree or 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management

• Possess strong phone, written and verbal communication skills with excellent presentation skills

• Confident, high energy, self-motivated and a true team player

• Experience working with senior and executive level customer contacts

• Demonstrated ability and desire to work and excel in fast-paced environment

• Excellent multitasking and project management skills

• Understanding of Internet and web applications with a desire learn new technologies

• Well-organized, with a high attention to detail and ability to prioritize

• Proficiency with MS Office

• Experience with Freshdesk, ClickUp, PowerBI and Miro a plus

• Ability to work outside of normal Eastern Standard Time business hours as On Call Support

   

  This position is fully in-office in Orlando, Florida. 

  About OneRail

  OneRail, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts. OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

• Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.

• Optimize. OmniPoint uses these data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs, and optimizes delivery routing.

• Execute. Customers can direct deliveries to their own fleet, or to OneRail’s nationwide network of 12 million couriers available 24/7/365.

• Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.

• Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time, and provide feedback through a customer-branded interface.

  OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in in 2022 and 2023, and received an Inc. Best Workplace award in 2023.

  Regular, Full-time Team Member Benefits

• Competitive base compensation

• Health and wellness Insurance with generous company contribution (medical, dental, vision)

• Company-paid life insurance, short-term and long-term disability

• 4% 401K match with immediate vesting of Company match

• Continuing Education Opportunities

• Flexible/Open (Uncapped) Paid Time Off (PTO) Policy

• Generous Company-paid Holidays

  Onsite Team Member Job Perks

• Relaxed environment

• Standing desks

• Recreational and Video games

• Large breakroom and lounge

• Stocked kitchen and fridges

• Cappuccino machine

• Onsite restaurant and daily food trucks

• Onsite car detailing

• Onsite dry cleaning

• Ample free parking

  To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

Powered by JazzHR