09 mar
Sworkz
Apartadó
1 day ago Be among the first 25 applicants Direct message the job poster from Sworkz Senior Recruiter/Recruitment Lead/Talent Acquisition
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On-site Position Company Brief: We are Sworkz, a nearshoring company headquartered in Miami, FL, with operations in Medellín, Colombia. Launched in November 2021, our long-term goal is to match US businesses’ growth with positive impact. In Sworkz you'll find more than a workplace!
We promote a creative environment where all ideas are welcome, leaders are eager to help you grow, and co-workers will support you every step of the way. Position Overview: The Carrier Onboarding Specialist performs multiple roles within the Customer Success department,
including but not limited to onboarding new clients to the platform and managing assigned accounts. Supporting the CS team in the escalation or de-escalation of client requests focused on client retention.
Responsibilities: As an Onboarding Specialist & Account Manager of assigned accounts:
- Develop relationships with the client, their employees, and agents through regular follow-up during and after onboarding.
- Ensure proper onboarding so the client can realize the full potential and functionality that the company program has to offer.
- Assist the client in all areas of the onboarding process.
- Collect product feedback in diagnosing technical or onboarding issues.
- Proactively monitor account activity to ensure retention and growth of accounts.
- Develop best practices to consistently increase active client accounts and growth.
- Engage clients proactively to ensure revenue retention and expansion.
Address Escalated Issues:
- Address requests, complaints, and product-related bug reports or feature requests that our CS, sales, or Operations teams attempt to solve.
- Document the situation and steps taken to address it.
- Maintain a calm demeanor and consultative approach with the goal of retaining the client’s business and providing a world-class experience.
- Escalate to Management when necessary.
Assist the Customer Success team in (but not limited to) the processes below:
- The invited carrier processes.
- Email inbox management and the delegation of support emails.
- Inbound call centers and ensuring adequate coverage during business hours.
- Inspecting & verifying financial documents.
Qualifications:
- 2 years of experience working for a trucking company, freight brokerage, or transportation company in carrier operations.
- Experience processing & inspecting transportation-related paperwork like BOLs, PODs, invoices, etc.
- Possess a functional understanding of carrier operations related to detention, layovers, fuel advances, & the invoicing process for both direct shippers & brokers.
- Familiarity with FMCSA regulations governing Carrier/Broker Operations & industry sites like Safer & Carrier 411.
- Background in Customer Support, Customer Success, or Sales in a client-facing role.
- Strong verbal and written communication skills in both English and Spanish.
- Extremely tech-savvy with the ability to train and troubleshoot technical issues on mobile devices & PCs with non-tech savvy users verbally and/or via video call.
- Excellent ability to switch between internal tasks and customer communication.
- Strong analytical mindset, follow-through, and drive to excel.
- Awesome attention to detail and focus on being highly organized.
- Please note: we are only accepting resumes in English.
Seniority Level Mid-Senior level Employment Type Full-time Job Function Customer Service, Other, and Distribution Industries Transportation, Logistics, Supply Chain and Storage, Loan Brokers, and Insurance Carriers #J-18808-Ljbffr
Logistics
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