Job Information
Forward Air Client Success Coordinator in Irvine, California
Company Overview:
Omni Logistics is a global provider of air, ocean and ground services, including supplemental services for enterprises dependent on the efficient movement of high value freight. Omni Logistics is a wholly owned subsidiary of Forward Air, a leading asset-light provider of transportation services across the United States, Canada and Mexico. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first- and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. We are more than a transportation company. Forward is a single resource for your shipping needs.
Position: Client Success Coordinator
Compensation: $24-$28 an hour
Job Description:
The Client Success Coordinator is a highly visible role within our business, serving as the primary point of contact for our clients. The Client Success Coordinator monitors warehouse activity to ensure shipping targets are being met, to build understanding, and to ensure client expectations are fulfilled. From the point of view of our clients, our Client Success team is Ramp Logistics.
Core Responsibilities & Duties:
Monitor shipping and receiving activity to ensure compliance with service level agreements (SLAs) and work specifications
Respond to client email and phone inquiries
Develop and manage client relationships
Track and follow up on outstanding client requests to ensure timely resolution
Initiate claims and investigations with internal departments and external vendors on behalf of clients
Contribute to continuous improvement efforts to deliver better service to clients over time
Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
Collaborate with internal departments and external vendors to deliver results for clients
Assist as needed with onboarding new clients; coordinate with operations and other departments to ensure client needs and expectations are understood
Other duties as assigned
Job Requirements & Qualifications:
At least 1-2 years’ experience in a customer service or customer-facing role
Strong written and oral communication skills
Strong organizational and planning skills
Teamwork and collaboration skills, ability to interact at all levels of the organization
Problem-solving ability
Ability to quickly learn new software reporting tools
Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines
Maintain a positive, customer-centric mindset focused on solutions
Experience working with WMS systems or ERP systems (such as Manhattan or Netsuite)
Experience working within a 3PL fulfillment service specializing in apparel and footwear
What We Offer:
Competitive base salary
Two weeks of paid time off within the first year of employment, sick time and holidays
Company provided life insurance
Health, vision, and dental insurance options
Commuter benefit plan
Optional supplemental life insurance
401(k)
Wellness program
A great place to work with a terrific culture
#IND
About Us
Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication
About the Team