Customer Success Specialist

Job Title: Customer Success Specialist

FLSA Status: Exempt

Reports To: Director of Customer Success

Must Reside in the Kansas City Metropolitan Area

POSITION SUMMARY: The Customer Success Specialist is a key role within Smart's organization. This is a high-level customer service role at the centralized level responsible for being a liaison between the customer, all internal departments, and the warehouses. Daily duties may include customer support via email, phone call, inventory management, data entry, system maintenance, reporting, and much more. We are looking for customer focused individuals with a high sense of urgency and excellent attention to detail.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages inbound and outbound shipments across several warehouses and regions to support strategic customer and supplier demands.

• Works with field support and customer service to ensure that customer requirements are met.

• Anticipates and reacts quickly and appropriately to logistical disruptions with the Replenishment Manager making decisions or engaging leadership when escalated issues arise.

• Works closely with the warehouses across the nation on the overall supply chain process to ensure service levels and customer targets are met

• Serves as the first point of contact for our customers, offering a high level of service and operational support.

• Maintains an open line of communication with customers and is continually engaged with their business products and needs.

• Customer interaction encompasses consistent phone and e-mail correspondence and would include the resolution of orders or billing problems in relation to the assigned warehouse.

• Research shipment tracking requests and provides feedback, including resolution of misplaced orders and/or shipments.

• Internally communicates with the business development, sales, integrations, and other internal workstreams as needed.

• Works closely with the internal IT department to support resolving customer issues.

• Reviews and administers the order process within the warehouse.

• Keys data into our proprietary system (SWIMS) and maintains order and customer data as directed.

• Guides communication resolution to customer

• Performs operations issues research for service failures and identify root cause

• Identifies operations improvement opportunities

"THE PERSON" | MINIMUM REQUIREMENTS:

• Bachelor's degree or equivalent education and work experience combined.

• 2 or more years of experience in logistics, project management, transportation, routing, or similar business experience

• Proficient in Microsoft Office (Work, Excel, PowerPoint, and Outlook)

• Excellent written and verbal communication skills

• Experience in supply chain or 3PL preferred

KEY ATTRIBUTES:

• Detail oriented and able to manage a multitude of projects and tasks at one time

• Must be well organized

• Ability to learn quickly and work in a fluid environment

Smart Warehousing is an equal opportunity employer. We are committed to creating a diverse and inclusive environment, and do not discriminate based on race, age, gender, national origin, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability as well as all other characteristics and qualities protected by federal, state, or local law.

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