Forwarding Jobs Recruitment Division

Customer Success Manager – Leeds (Nexus) / Romford – UK

Job Overview

The Customer Success team are pivotal to delivering a great service to our customer base and work to solve our customer problems and questions in a collaborative environment with Ligentia colleagues around the world. We pride ourselves on excellent customer service and the Customer Success Manager is key to delivering this. The Customer Success team work through our award winning Customer Hub and Ligentix software to promptly resolve questions and work with the wider Customer Experience team to provide full support to our customer base which ranges from well-known retailers, manufacturers and consumer brands and smaller businesses. The Customer Success team covers all transport modes and trade lanes, but with Asia to UK sea freight as a particular focus.

Person Specification

  • Customer management skills through email, phone, live chat and other messaging tools
  • Ability to manage multiple relationships simultaneously
  • Industry knowledge – including retail focused International Supply Chains
  • Analytical approach to problem solving
  • Ability to manage multiple issues simultaneously, prioritise and resolve issues within defined Service Level Agreements (SLA’s)
  • Work in a close team to manage the workload assist each other in resolving problems

Primary responsibilities

  • Ensure all customers receive consistent excellent service levels through working with Customer Experience and Operations teams
  • Resolve customer queries within defines SLA’s
  • Escalate any issues as required
  • Work with global Customer Success teams to resolve problems
  • Manage customer expectations
  • Use Zendesk software to manage all customer queries

Key internal relationships

  • Customer Success Team Leader
  • Head of Customer Success
  • Customer Success colleagues
  • Freight Operations team
  • Customer Experience team

Key external relationships

  • Customers

Qualifications, Skills & Knowledge

  • International supply chain management / freight forwarding knowledge an advantage
  • Customer service skills
  • Working knowledge of Zendesk and advantage
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Forwarding Jobs Recruitment Division

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