Customer Success Junior managing SMB clients' journeys and ensuring satisfaction on Wake Commerce platform. Collaborating with internal teams and supporting customers in tech utilization.
About the role
- Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
Responsibilities
- Establish, maintain, train and evolve the customer facing processes in use at GoFor to provide customers with excellent customer experience, including but not limited to: Inbound customer requests, Outbound communications, Dispatching, Claims Management, Driver Communications, Customer Reporting
- Establish, maintain, train and evolve the sales processes in use at GoFor to enable sales team productivity and accurate forecasting.
- Establish, maintain, train and evolve the operations processes in use at GoFor to enable operations team productivity.
- Apply and evolve the specific technologies in use at GoFor to both increase customer experience and increase operational efficiencies.
- Create a method to detect patterns in sales and operations behaviour or performance, and solicit ways to improve any issues in a positive and constructive way.
- Maintain an accurate and current monthly set of dashboards that present the overall health of the Company, which includes: Sales funnel, Revenue, On Time Delivery, Etc.
- Work with sales and operations leadership to develop organizational and support of individual goals.
- Manage several complex projects simultaneously that involve technology implementation and adoption along with business process changes.
- Provide strong leadership by promoting the mission and values of the organization both internally and externally.
- Manage the activities and performance of direct reports (if any).
- Manage assigned budgets while consistently seeking revenue and cost optimization.
Requirements
- Fluent in English, both written and spoken
- A Bachelor’s Degree from a recognized post secondary institution
- A systems thinker who has a demonstrated ability to refine and implement sustainable and scalable sales processes.
- Excellent project management and interpersonal skills
- Strong business acumen with a thorough understanding of financial systems and processes
- Minimum 3 years’ working experience in project management, program management and process design with a minimum of 5 years work experience overall
- Proven ability to identify and lead growth-enabling initiatives
- Thorough knowledge and understanding of ADA AI
- Thorough knowledge of OnFleet Dispatching
- Thorough knowledge of Salesforce.com for both Customer Service Management and Sales Forecasting
- Moderate understanding of Tableau reporting and dashboards
- Prior sales operations experience is a definite asset.
- Possess the following personal qualities: integrity, creativity, high standards, commitment, ethical values, and achievement-oriented.
- Excellent organizational, strategic, planning and implementation skills.
- Excellent communication skills, writing, speaking and presenting.
- Able to build and maintain lasting relationships with key business partners and employees.
- Proven team management and leadership skills to achieve top performance.
- Able to create realistic schedules and meet deadlines under stress and interruptions.
- Confident with decision-making.
- Understanding of financial reports, including budgetary guidelines and expenditures.
- Computer literacy, including effective working skills of MS Word, Excel, PowerPoint, Adobe products and e-mail required.
- High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
Benefits
- Extended health and dental coverage
- Vision Care Benefits
- Bonus
- Registered Retirement Savings Plan (RRSP)
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