Customer Success Analyst

Company Description Eagle Air Freight, Inc. is a Boston-area logistics provider that has moved time‑sensitive shipments through Boston Logan International Airport for over 45 years. The company specializes in air freight, import/export operations, customs clearance, and temperature‑sensitive cargo, serving freight forwarders and shippers that require precise, reliable handling. Eagle Air Freight also powers Eagle Life Sciences, a GxP‑compliant division focused on life sciences logistics, where the team understands the critical impact of every shipment. The organization supports both domestic freight and international air cargo, emphasizing dependable service and responsive communication. Candidates joining Eagle Air Freight can expect to work in a stable, established company that values accuracy, accountability, and customer trust. Role Description The Customer Success Analyst is a full‑time, on‑site role based in Chelsea, MA. This role focuses on supporting customers by monitoring shipment performance, analyzing service levels, and identifying opportunities to improve the customer experience across domestic and international freight operations. Day‑to‑day responsibilities include responding to customer inquiries, resolving service issues, tracking shipments, preparing status updates, and collaborating with operations and logistics teams to ensure commitments are met. The Customer Success Analyst will review customer feedback and performance data, generate reports, and recommend process improvements to enhance customer satisfaction and operational efficiency. This position requires consistent, clear communication with customers and internal stakeholders, along with careful attention to time‑sensitive and temperature‑sensitive cargo requirements. Qualifications Strong analytical skills for interpreting data, tracking key performance indicators, and identifying trends in customer and shipment activity. Experience in customer service and customer support, with a focus on problem solving and maintaining high customer satisfaction. Excellent communication skills, including clear written and verbal communication with customers, carriers, and internal teams. Ability to build and maintain customer satisfaction through proactive follow‑up, detailed status updates, and issue resolution. Prior experience in logistics, freight forwarding, or transportation is highly beneficial. Proficiency with standard office software and basic data/reporting tools (e.g., spreadsheets, CRM or ticketing systems). Strong organizational skills, attention to detail, and ability to manage multiple time‑sensitive tasks simultaneously. High level of integrity and reliability, with a commitment to quality and compliance in handling critical shipments. #J-18808-Ljbffr