AJC Freight Solutions: Customer Success Representative

Job Description

Job Description

Salary:

Overview

The Customer Success Representative (CSR) is responsible for cultivating long-term relationships with our customers, ensuring they receive best-in-class service, and driving account growth. Acting as the primary customer advocate, CSR strengthens partnerships, identifies opportunities to expand business, and ensures a smooth and positive customer journey.

This role is critical in farming our customer base maximizing retention, building trust, and generating incremental revenue by proactively understanding and serving customer needs.

Key Responsibilities

• Customer Relationship Management
  • Serve as the primary point of contact for assigned accounts, focusing on engagement and satisfaction.
  • Build and maintain strong, long-term relationships with customers to ensure loyalty and retention.
  • Act as the voice of the customer internally, advocating for their needs and ensuring follow-through.
• Business Growth & Expansion
  • Identify new business opportunities within existing accounts through proactive conversations.
  • Collaborate with Account Executives to develop and execute strategies to expand customer spend.
  • Deliver account reviews, performance updates, and strategic insights to drive growth.
• Customer Experience & Success
  • Partner closely with Account Coordinators to ensure day-to-day operations run smoothly.
  • Monitor customer satisfaction, address escalations, and resolve issues promptly.
  • Provide consultative insights to customers, helping them optimize their experience with our services.
• Collaboration & Communication
  • Work cross-functionally with operations, sales, and leadership to deliver consistent customer value.
  • Provide feedback from customers to improve internal processes, products, and service offerings.
  • Maintain accurate records of customer interactions, opportunities, and growth initiatives in CRM.

Relative Job Titles - Account Management, Operations Account Management, Business Development Representative, Customer Development Representative

Qualifications

• 24 years of experience in customer success, account management, inside sales, or a related role.
• Strong relationship-building and communication skills (written and verbal).
• Proven ability to grow business within existing accounts.
• Customer-first mindset with strong problem-solving and follow-up skills.
• Highly organized, detail-oriented, and comfortable managing multiple priorities.
• Logistics, transportation, or freight industry experience preferred (but not required).

Success Metrics

• Customer retention rate.
• Growth in revenue from existing accounts.
• Customer satisfaction / NPS scores.
• Expansion opportunities identified and executed.