Customer Success Advocate

Job Description

Job Description

Customer Success Advisor – Logistics & Transportation Solutions

Location: 12770 Coit Road, Dallas, TX 75251 (In-Office)

About MW Logistics

MW Logistics is an award-winning, privately held third-party logistics (3PL) provider with nearly 25 years of industry experience. We specialize in Dedicated Freight, Freight Brokerage, Yard Management, and Drayage services throughout the United States, Mexico, and Canada. Our success is built on delivering customized transportation solutions and exceptional customer service to clients across retail, consumer goods, and industrial markets.

Position Summary

The Customer Success Advisor serves as a critical link between our customers, carriers, and operations team. This role is responsible for providing exceptional customer support while ensuring shipments are tracked, managed, and delivered on time. Success in this position requires excellent communication skills, strong attention to detail, and the ability to thrive in a fast-paced logistics environment.

Key Responsibilities

• Schedule and secure pick-up, delivery, and rescheduled appointments while accurately documenting all shipment details.
• Communicate with carriers and drivers to confirm load requirements and delivery instructions.
• Process customer orders through phone, email, EDI, and internal systems.
• Monitor shipment activity and proactively resolve transportation issues before they impact service.
• Manage trailer pools and monitor customer inventory within assigned markets.
• Approve accessorial charges in accordance with company guidelines.
• Escalate service failures, customer concerns, and operational issues when appropriate.
• Maintain service level expectations for assigned customer accounts.
• Accurately enter EDI reason codes for customer scorecards and reporting.
• Perform additional duties as assigned to support business operations.

Qualifications

• Bachelor's degree in Marketing, Logistics, Supply Chain, Business, or a related field preferred OR
• Minimum of two (2) years of transportation or logistics industry experience combined with at least two (2) years of strong customer service experience.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Experience with McLeod Software is preferred.
• Excellent verbal and written communication skills with professional phone and email etiquette.
• Strong organizational, time management, and multitasking abilities.
• High attention to detail with strong problem-solving skills.
• Ability to prioritize work in a fast-paced environment.
• Professional, dependable, and customer-focused with sound judgment.
• Ability to work both independently and collaboratively within a team.

What Makes Someone Successful in This Role

We're looking for professionals who:

• Take initiative and work independently.
• Think critically and solve problems proactively.
• Adapt quickly to changing priorities.
• Demonstrate urgency while maintaining accuracy.
• Build positive relationships with customers, carriers, and teammates.
• Continuously seek opportunities to improve processes and expand their knowledge.
• Take pride in delivering an exceptional customer experience.

Work Schedule

Location: In-office – Dallas, TX

Hours: Monday through Friday, 8:00 AM – 5:00 PM

As a transportation company operating 24/7/365, occasional after-hours, weekend, and holiday support may be required based on business needs.

Why Join MW Logistics?

At MW Logistics, you'll join a growing organization where your contributions directly impact our customers' success. We offer a collaborative, team-oriented culture with opportunities for professional growth, continuous learning, and career advancement within the logistics industry.

MW Logistics is an award-winning, privately held third-party logistics (3PL) provider with 25 years in the industry. Specializing in Dedicated Freight, Freight Brokerage, Yard Management and Drayage services, we cover North America, including the U.S., Mexico, and Canada. We serve customers across various sectors, from packaged goods and retail to industrial supplies, and pride ourselves on delivering high-quality, tailored logistics solutions.

Company Description

MW Logistics is an award-winning, privately held third-party logistics (3PL) provider with 25 years in the industry. Specializing in Dedicated Freight, Freight Brokerage, Yard Management and Drayage services, we cover North America, including the U.S., Mexico, and Canada. We serve customers across various sectors, from packaged goods and retail to industrial supplies, and pride ourselves on delivering high-quality, tailored logistics solutions.