Client Success Associate

Job Description

Job Description

This is a office based role in Shreveport, LA

Purpose/Job Function:

The CSA provides day-to-day support for clients regarding their transportation and logistics needs. After identifying a need, this role will assist clients and AFS teammates by investigating issues and providing valuable solutions. In addition, this role is responsible for upholding our core values: Ethics, Engagement and Excellence.

Essential Functions:

• Respond to client inquiries about quality and timely updates, providing excellent customer service
• Collaborate with internal teammates and carriers to efficiently solve problems and provide client solutions 
• Engage with clients via phone and email to offer valuable industry updates and news 
• Troubleshoot technical issues on behalf of clients and work with IT to provide resolution
• Assist with client reporting needs and provide additional data as requested by internal teammates 
• Build relationships and trust with clients through attentive, interactive communication and taking responsibility to alleviate client pain points
• Prioritize daily workload and multi-task with a sense of urgency and adaptability 
• Work with FAP and carriers for client invoicing and payment resolution
• Document client communication and interactions via Salesforce 

Qualifications and Requirements:

• Strong communication skills, both verbally and written 
• Empathy and passion regarding customer service
• Detail-oriented, with the ability to gather and organize data
• Enthusiastic and self-motivated to go the extra mile 
• Ability to work in a team environment that requires flexibility 
• Confident, persistent and results-oriented 
• Proficient computer skills including MS Outlook, Word, PowerPoint, and Excel

Education/Experience:

• High school diploma or GED, required
• Knowledge of customer service, sales, marketing, business, or related field 
• Preference given to those with experience or studies in transportation/logistics

Working Conditions:  This position will be sitting in front of a computer for long hours at a time and may cause eye irritation or even muscle strain. 

This position does not require any strenuous or physical activity.

Customary Work Hours: 8:00 A.M. to 5:00 P.M., Monday through Friday. Position may require extended hours including evenings and weekends for special events.

AFS is an equal opportunity employer and prohibits discrimination and harassment of any kind: AFS is committed to the principle of equal employment opportunity for all teammates and to provide teammates with a work environment free of discrimination and harassment.