Customer Experience - Commercial Support & VIP Agent

Customer Experience - Commercial & VIP Agent

Under the supervision of the Commercial Support Supervisor, the Commercial Support Specialist supports commercial growth initiatives through newfound account opportunities while delivering exceptional customer service to internal and external stakeholders. This role is focused on supporting the sales organization through working and developing leads. This role also supports the Customer Experience team through VIP account coverage and helping to maintain a high standard of customer experience execution. The Commercial Support Specialist serves as a liaison between Sales, Customer Experience, Operations, IT, Finance, and customers to promote communication, responsiveness, and customer satisfaction. Upholds the values of the GPA to promote Safety, Integrity, Respect, Community, Creativity and Opportunity. Promotes a safe work environment by participating in safety initiatives and reporting unsafe conditions and behaviors.

Job Duties:

• Supports the identification of sales leads, market trends, and customer opportunities by working with the Marketing team on identification of these accounts.
• Collaborates with the Commercial Support Supervisor in working the leads and coordinating with the Sales Support staff on growing the lead.
• Collaborates with Commercial Support Supervisor in monitoring Sales KPIs, campaign ROI, and customer engagement metrics
• Maintains customer contact records for newly found accounts and updates business information within Salesforce and Outlook.
• Coordinates with Operations, IT, Finance, and other internal departments to support efficient cargo flow and customer experience execution for VIP accounts.
• Provides custom reporting to VIP accounts as needed.
• Supports the Commercial Support Supervisor to assist in meeting CEC VIP KPIs, service standards, and performance metrics.
• Participates in process improvement initiatives and cross-functional project teams.
• Promotes a customer-focused culture centered on responsiveness, professionalism, and continuous improvement.
• Performs other duties as assigned
• Complies with all policies and standards

Job Requirements: Knowledge, Skills, & Abilities

• Strong organizational skills
• Proficiency in Salesforce reporting, dashboards, campaign tracking, and CRM data management
• Strong customer service and relationship management skills.
• Excellent written, verbal, and presentation communication skills.
• Strong interpersonal skills with the ability to collaborate across departments and with external customers
• Ability to work effectively in a fast-paced environment while meeting deadlines.
• Strong analytical and problem-solving capabilities
• Knowledge of international trade, logistics, and port operations preferred.
• Proficiency in Microsoft Office applications including Excel, PowerPoint, Outlook, and Team

Experience

• 1-3 years Experience in sales support, customer service, customer experience, or commercial operations preferred.
• 1-3 years Experience using Salesforce or other CRM systems strongly preferred.
• 1-3 years Experience in logistics, transportation, supply chain, or International Trade Preferred
• 1-3 years Experience working with operational or customer service KPI's Preferred

Education

• Required High School Diploma or equivalent

Licenses & Certifications

• TWIC - Transportation Worker Identification Credential Required
• Driver's License - Valid state driver's license Required

Mission: To empower entrepreneurs, strengthen industries, sustain communities, and fortify families by relentlessly striving to accelerate global commerce.