Customer Success Specialist

Bilingual Client Success Specialist

This is a in-office position requiring fluency in French/English

Purpose/Job Function:

The CSS plays a critical role in ensuring clients receive excellent service by supporting operations and sales. This role will work with several internal teams and carriers, to provide valuable solutions and exceed client expectations. In addition, this role is responsible for upholding our core values: Ethics, Engagement and Excellence.

Essential Functions:

• Exceed customer expectations daily by creatively solving problems, offering valuable insight, and proactively managing transportation needs
• Develop relationships with clients that focus on customer service, execution, value creation along with proper auditing processes.
• Ensure client satisfaction through an understanding and application of DTA/ AFS products and services
• Engage with clients via phone and email to offer valuable industry updates and news
• Support Sales by gathering data and supporting documentation to create business reviews and reports
• Collaborate with internal teammates and carriers to efficiently solve problems and provide client solutions
• Provide LTL support and resolve service issues as needed, many times reaching out to carriers directly
• Work with FAP and carriers for client invoicing and payment resolution
• Troubleshoot technical issues on behalf of clients and work with IT to provide resolution
• Document client communication and interactions via Salesforce, acting as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries
• Audit client bills for accuracy of pricing, services, accessorial charges and classification as per client carrier contracts.
• Verify invoice ownership and determine the presence of all needed documents to accurately process carrier invoices and apply GL coding allocation.
• Generate Reports and provide support documentation as specified by Client SOP.
• Maintain client information sheets and audit folders.
• Create and maintain clients' SOPs (Standard Operating Procedures) with clear instructions.
• Acquire contract updates, content clarification and client directives to ensure accurate billing.
• Manage Carrier-aging Reports and balance dues as per SOP.

Qualifications and Requirements:

• Strong bilingual communication skills (English & French), both verbally and written, with the ability to present information to a small group of business users and executives/decision-maker
• Passion for customer service with a proven track record of building strong client relationships
• Detail-oriented with the ability to gather, organize, analyze and process data.
• Enthusiastic, confident, and results oriented.
• Self-motivated yet able to work in a team environment.
• Empathetic, with the innate ability to listen and ask discovery questions before trying to solve a problem you may not fully grasp
• Proficient computer skills including MS Outlook, Word, PowerPoint, and Excel

Education/Experience:

• Minimum of two years of account management or customer service experience
• Bachelor's degree required or 2-3 years of relevant experience in lieu of degree
• Preference given to those with experience or studies in transportation/logistics

Working Conditions:
This position will sit in front of a computer for long hours at a time and may cause eye irritation or even muscle strain.

This position does not require any strenuous or physical activity.

Customary Work Hours:
8:00 A.M. to 5:00 P.M., Monday through Friday in office.

We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, sex, sexual orientation, gender identity or expression, age, marital status, family status, disability, or any other characteristic protected by applicable law. Accommodations are available upon request throughout the recruitment process.