Customer Success Specialist

3 weeks ago

London ON, Canada EightSix Network Inc Full time

Orca IntelligenceOrca has been providing freight audit and analytics services to its’ growing client base since 2016. We have experienced tremendous growth since inception and are proud to offer our solution to some of North America’s largest organizations. Orca processes Billions of dollars in freight invoices each year for clients and provides invaluable reporting and analysis to help our clients operate more efficiently. Orca was awarded London’s prestigious ‘Small Business of the Year’ award for 2021 by the London Chamber of Commerce for tremendous growth and community involvement.Job SummaryThe successful candidate will be responsible for many tasks related to the onboarding of new clients, creating and maintaining client SOPs and will be required to build and maintain strong working relationships. The candidate should also expect to be involved numerous meetings with both client’s and vendors.The candidate will act as an ambassador for their clients within Orca to ensure that client’s needs are exceeded. The successful candidate will also assist internal operations by generating reports, preparing meeting agendas and minutes, monitoring emails, and assisting with administrative tasks as required.ResponsibilitiesThe successful candidate will:Assist with the onboarding of new clientsProvide weekly status reports of client operations to the CSMCoordinate and take minutes of client-related projects, utilizing a project management tool to track the onboarding of carriersBuild and maintain strong relationships with existing clientsServe as the key liaison between the client and Orca’s internal operationsAttend/Facilitate client meetings as required or scheduledDeliver monthly reports to clientsProvide system training to new clientsRespond accurately & timely to client inquiriesReport generation and formatting. A large part of this role will include generating and formatting reports in excel.Operating within Orca’s operational system to answer client inquiries.Assist other Orca team members with day-to-day operations as requiredQualificationsThe ideal candidate will possess the following skills:Effective client management and customer relationship skillsAdvanced skills in Microsoft applicationsAbility to work independently and with minimal supervisionKnowledgeable in project management methodsAdept facilitation/ presentation skillsStrong reporting, documenting and analytical skillsValued TraitsThe ideal candidate will possess the following traits:Clear communicatorClient centeredRapport builderProblem solverProactive attitudeStrategic thinkerHonest & directResults-orientedTeam playerOutstanding work ethicSelf-starterCompensationOrca provides a competitive compensation package:Competitive base salaryRRSP contribution matchingAnnual performance bonusFantastic benefits packageHealthcare Spending AccountLifestyle Spending AccountComplimentary cell phone plan

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