Customer Success Coordinator

The Customer Success Coordinator will serve as a key point of contact for customers, coordinating communication between customers, drivers, dispatch, and internal operations teams. This position will monitor customer needs, provide shipment updates, resolve issues, document customer interactions, and help maintain strong long-term customer relationships. The ideal candidate is proactive, professional, detail-oriented, and comfortable managing multiple priorities in a fast-paced transportation environment. Key Responsibilities Serve as a primary point of contact for assigned customers. Build and maintain positive, professional relationships with customers. Communicate with customers regarding shipments, pickups, deliveries, schedules, and service requests. Provide timely and accurate shipment status updates. Monitor customer accounts and proactively identify potential issues. Coordinate with dispatchers and drivers to obtain current shipment information. Communicate delays, schedule changes, and other transportation issues to customers. Follow up with customers after deliveries to ensure satisfaction. Respond to customer questions, requests, and concerns promptly and professionally. Investigate customer issues and coordinate appropriate resolutions. Escalate complex or urgent issues to management when necessary. Maintain accurate customer records and account information. Document customer communications, requests, complaints, and resolutions. Assist with scheduling pickups and deliveries. Coordinate special customer requirements with operations and dispatch. Monitor service performance and communicate recurring issues to management. Identify opportunities to improve customer satisfaction and retention. Assist with customer onboarding and setup when applicable. Maintain customer contact lists and account documentation. Assist with preparing customer reports, summaries, and performance information. Communicate customer feedback to management and operations teams. Work closely with sales and operations teams to ensure customer expectations are met. Assist with resolving billing, documentation, or delivery-related customer questions. Maintain confidentiality of customer and company information. Perform other customer service and administrative duties as assigned. Qualifications High school diploma or equivalent required. Previous customer service, account coordination, logistics, transportation, or administrative experience preferred. Excellent verbal and written communication skills. Strong customer service and relationship-building skills. Excellent organizational and time-management abilities. Strong attention to detail. Ability to multitask and prioritize responsibilities. Strong problem-solving and conflict-resolution skills. Professional telephone and email communication skills. Strong computer skills and ability to learn company software. Ability to work independently and as part of a team. Dependable, professional, and customer-focused. Preferred Qualifications Experience in trucking, freight, transportation, logistics, or dispatch. Experience working with business-to-business customers. Experience with customer relationship management (CRM) systems. Experience with transportation management systems (TMS). Experience coordinating shipments or deliveries. Experience handling customer complaints and service recovery. Experience working with Microsoft Office, Excel, Outlook, or similar software. Essential Skills Customer service Customer relationship management Communication Problem solving Conflict resolution Organization Time management Data entry Shipment coordination Account management Attention to detail Teamwork Professionalism Work Environment This is primarily an office-based position within a transportation and logistics environment. The Customer Success Coordinator will communicate regularly with customers, drivers, dispatchers, management, and other internal personnel. The position may involve handling multiple customer requests simultaneously and responding to time-sensitive transportation issues. The successful candidate must remain professional and organized while working under deadlines. Physical Requirements Ability to sit and work at a computer for extended periods. Ability to communicate by telephone and email throughout the workday. Ability to use a computer, keyboard, mouse, telephone, printer, and other office equipment. Ability to occasionally stand, walk, bend, and move around the office. What We Offer Full-time employment Professional and supportive work environment Training on company systems and procedures Opportunity to develop customer success and transportation experience Opportunities for professional growth Equal Employment Opportunity Top Line Trucking Inc. is committed to providing equal employment opportunities to qualified applicants. Employment decisions are based on qualifications, experience, skills, and business needs without regard to legally protected characteristics. How to Apply Interested candidates are encouraged to submit an application through our recruiting process. Qualified applicants may be contacted for an interview and additional information regarding the position.