Customer Success Coordinator
About us
At Auctane, we are united by a passion to help businesses deliver - whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items - over $200 billion worth - to recipients around the globe.
The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
Win as One. Delight Customers. Deliver Great Outcomes.
About the role
The Customer Success Coordinator is responsible for handling the foundational level operations and day to-day processes for their respective assigned accounts while growing their business with GlobalTranz as a whole.
About the team
The Customer Success Coordinator will work directly with their respective team members to make sure their assigned customers receive the utmost customer service levels and a smooth start-to finish experience with GlobalTranz. The Customer Success Coordinator is responsible for ensuring all daily tasks are completed in accordance with department policy and procedure guidelines and any additional customer-specific SOPs.
What will you be doing?
Ensure all account activities are in accordance with established standard operating procedure for their assigned account
Ensure all shipments are built properly in their respective transportation management system (TMS), all appointment times entered properly, and logistically feasible for success
Assist their pod members in ensuring that their assigned customer(s) are always satisfied in their partnership with GlobalTranz
Work directly with Customer Success team members to ensure finance collections are being handled smoothly and in accordance with GTZ (or customer-specific contract) states
Work directly with Carrier Sales to ensure they are following the customer’s SOP guidelines
Capable of stepping in and managing their account(s) in the absence of respective team members
Respond to all customer emails and phone calls within a timely fashion
Proactively monitor customer shipments to ensure on-time load deliveries and pick ups
What are we looking for?
Extremely detail-oriented and goal-focused
Willingness to learn on-the-fly while retaining coaching and training
Proactivity toward daily tasks
Available after-hours for any necessary customer urgent issues and needs that may occur
Exceptional time management and organizational skills
Demonstrate excellent written and verbal communication skills
Excels in team-based environment
Required to work a hybrid schedule including in-office hours
What will make you stand out?
Associate’s or bachelor’s degree preferred
1-2 years’ experience in a customer service, operations, administration, transportation, warehousing, or logistics role preferred
The Tech
McLeod Powerbroker (TMS)
Front (customer service platform - through email)
Certain Customer Portals
What do we offer?
1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.
HMO Medical Insurance:
- Tiered Maximum Benefit Limit (MBL) based on job level.
- Comprehensive coverage for the employee and up to two (2) dependents.
Dental Insurance:
- Coverage for essential dental care services.
Mental Health & Employee Assistance Program (EAP):
- Access to confidential counseling and support services for mental health and personal challenges.
Wellness Program:
- Initiatives and resources designed to promote physical and mental well-being.
2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.
Life Insurance:
- Financial protection for your loved ones.
Accidental Death and Dismemberment (AD&D) Insurance:
- Additional financial protection in the event of accidental death or dismemberment.
Meal and Clothing Allowance:
- Up to 3,000 PHP per month for meal and clothing expenses.
Bonuses and Supplemental Income:
- Opportunity to earn extra wages through company contests and incentives.
3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.
Paid Vacation Days:
- 15 paid vacation days per year, with additional days increasing with tenure.
Paid Sick Days:
- 15 paid sick days per year.
Paid Holidays:
- Observation of statutory national and local holidays.
Bereavement Leave:
- Supportive leave in times of personal loss.
4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.
Education Benefits:
- Support for continuous learning and professional development.
Referral Program:
- Incentives for recommending great talent to join the team.