Customer Success Specialist

Summary

Join Spreetail as an Account Manager and ensure client satisfaction while achieving desired outcomes for clients using the company's logistics services. This role blends customer service, account management, and logistics operations to maintain high client satisfaction and retention. You will act as a liaison between clients and company operations, ensuring smooth communication and effective problem-solving. Success in this role involves client onboarding and training, relationship management, issue resolution, performance monitoring and reporting, and contract and SLA management. The ideal candidate will have 2+ years of experience in customer success, account management, or logistics customer-facing operations and fluency in English and Mandarin. A bachelor's degree or equivalent experience is preferred.

Requirements

• 2+ years of experience in customer success, account management, or logistics customer-facing operations
• Bachelor’s degree or equivalent experience in business or related field
• Fluent in English and Mandarin

Responsibilities

• Client Onboarding and Training: Schedule, train and lead initial meetings with new clients to understand their specific logistics needs and goals
• Relationship Management: Conduct regular meetings (weekly, monthly, or quarterly) with clients to review account performance, discuss upcoming needs, and address any concerns
• Issue Resolution & Troubleshooting: Serve as the primary point of contact for client issues, diagnosing problems quickly and accurately
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for each client account, such as delivery times, order accuracy, and inventory levels
• Contract and SLA Management: Ensure all client contracts and Service Level Agreements (SLAs) are up-to-date and reflective of current services and expectations

Preferred Qualifications

• Experience in the 3PL, E-commerce, Fulfillment, and Retail industry is highly desirable
• Exposure to global customers and an understanding of international markets is desirable