Customer Success Advisor

Customer Success Advisor Logistics & Transportation SolutionsMW Logistics is an award-winning, privately held third-party logistics (3PL) provider with nearly 25 years in the industry. Specializing in Dedicated Freight, Freight Brokerage, Yard Management and Drayage services, we cover North America, including the U.S., Mexico, and Canada. We serve customers across various sectors, from packaged goods and retail to industrial supplies, and pride ourselves on delivering high-quality, tailored logistics solutions.Position OverviewOverall, this position is responsible for providing multi-level operational support and customer service for customers through tracking and tracing activity (inbound/outbound phone calls, text, emails), ensuring on-time delivery and pick-up.Key ResponsibilitiesPromptly secure delivery, pick-up and rescheduling appointments, recording details/directions in the system.Clarify load requirements with carriers, confirming drivers have proper information to pick-up/deliverManage order entry and create orders for customers through systems, phone, and emailReschedule appointments for pick-up/deliverySupervise and Monitor pools in the market where your customers have trailer poolsExercise discretion and independent judgement with respect to handling difficult situations and provide timely escalation and/or feedback to direct supervisor regarding service failures, customer complaints, or any other matters requiring attention.Maintain and Monitor service levels provided to MWL customers as requiredProvide Accessorial ApprovalsQuickly and proactively resolve problems that arise while load is in transitAccurately enter EDI reason codes for scorecardsOther duties as assigned (Based on business need)Required QualificationsBachelor's degree in marketing, logistics, or related field preferred or must have a minimum of 2 years demonstrated/related transportation industry experience and minimum of 2 years of strong customer service experience.Working knowledge of Microsoft Office Programs (Outlook, Excel and Word)Working knowledge of McLeod preferredExcellent written and verbal skills with emphasis on professional phone and email etiquetteExcellent interpersonal skills with ability to build positive relationships with customers and team membersSuperior organizational skills and detail orientationHigh customer service orientationTeam player with proven ability to excel in a team-based environmentPossess a sense of urgencyAbility to multi-task, plan/prioritize and execute in a timely manner in a fast paced environmentQuick learner with ability to receive and give clear instructionsDemonstrates high level of professionalism, critical thinking and judgment to solve problems efficiently/effectively.Characteristics for Success in This RoleStrong initiative and can work independently.Takes initiative to assess and improve operational efficiencies of normal work tasks.Excellent time management and prioritizing skills.Must be able to handle several tasks at once in a fast-paced environment.Takes pride in work, exhibiting accuracy and attention to detail.Solution-oriented mindset.Ability to work in ever-changing, dynamic environments.Pursues and expands knowledge of other positions and functions to broaden ability and scope and for career developmentOffice: Hours: In-office 8:00 am 5:00 pm. As a 24/7/365 operation, work hours will include afterhours, weekend and holiday hours to meet work demands.