Customer Success Account Coordinator

📌 Core Information

🔹 Job Title: Customer Success Account Coordinator

🔹 Company: Echo Global Logistics

🔹 Location: Somerset, New Jersey, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing daily operations for transactional clients.
• Collaborating with internal and external partners to exceed customer expectations.
• Providing dedicated support, including data entry and document collection.
• Ensuring punctual pick-ups, deliveries, and resolving any issues.

ASSUMPTION: The role primarily involves coordinating logistics operations with a strong focus on customer satisfaction and effective communication between stakeholders.

📋 Key Responsibilities

✅ Directly support a book of transactional accounts to achieve operational success.

✅ Provide operational support by balancing daily duties with ad hoc requests.

✅ Manage client shipment requests and ensure effective resolution of accounts payable/receivable issues.

✅ Collaborate with Account Executives to ensure world-class customer service.

✅ Proactively communicate issues and manage relationships within accounts.

✅ Utilize Roadtex and Echo’s technology to enhance efficiency.

ASSUMPTION: Responsibilities are centered around operational efficiency and client relationship management, requiring strong organizational skills and proactive problem-solving capabilities.

🎯 Required Qualifications

Education: 2-year community college or Bachelor's degree highly preferred

Experience: Minimum of 1 year in customer service or logistics

Required Skills:

• Ability to multitask and problem solve effectively.
• Intermediate proficiency in Microsoft Office Suite.
• Strong verbal and written communication skills.

Preferred Skills:

• Experience in similar logistics or transportation roles.
• Familiarity with customer relationship management (CRM) systems.

ASSUMPTION: Candidates with strong communication and operational skills, supported by relevant educational or professional experience, are likely to excel.

💰 Compensation & Benefits

Salary Range: Not specified, but expected to align with industry standards for entry-level logistics positions.

Benefits:

• Health insurance
• Retirement savings plans
• Professional development opportunities

Working Hours: 40 hours per week, standard office hours

ASSUMPTION: Benefits are competitive and typical for a mid-size logistics company.

📌 Applicant Insights

🔍 Company Context

Industry: Transportation, Logistics, Supply Chain and Storage

Company Size: 1,001-5,000 employees, offering a robust support system and plenty of resources.

Founded: 2005

Company Description:

• Provides technology-enabled transportation services.
• Operates over 40,000 transportation provider network.
• Simplifies transportation management tasks for diverse industries.

Company Specialties:

• 3PL and Managed Transportation
• Less-than-truckload (LTL) and Partial Truckload
• Intermodal and Expedited transport solutions

Company Website: http://www.echo.com

ASSUMPTION: Echo Global Logistics is well-positioned in the industry, offering growth and advancement opportunities.

📊 Role Analysis

Career Level: Entry-level to early-career, ideal for those beginning their logistics career.

Reporting Structure: Reports to Account Executives and works closely with Senior Account Professionals.

Work Arrangement: On-site in a collaborative office environment.

Growth Opportunities:

• Potential to advance to senior account roles.
• Opportunities to specialize further within logistics operations.
• Possibility to expand into technology adoption roles.

ASSUMPTION: The role offers stepping stones for career growth, especially within logistic coordination and transportation management.

🌍 Location & Work Environment

Office Type: Open-plan office encouraging collaboration.

Office Location(s): Somerset, New Jersey

Geographic Context:

• Located in a bustling logistics hub.
• Close to major transportation routes.
• Offers amenities typical of a suburban setting.

Work Schedule: Typical full-time work hours with occasional deviations for urgent client needs.

ASSUMPTION: The work environment is supportive with frequent team interactions and customer engagement activities.

💼 Interview & Application Insights

Typical Process:

• Initial phone screening with HR.
• Face-to-face interview with hiring manager and team.
• Assessment of technical skills and case scenarios.

Key Assessment Areas:

• Problem-solving skills.
• Customer service excellence.
• Proficiency in logistics software and tools.

Application Tips:

• Emphasize any logistics or related industry experience.
• Highlight multitasking and problem-solving abilities.
• Showcase effective teamwork and communication skills.

ATS Keywords: Customer Service, Logistics, Problem Solving, Data Entry, Communication, Microsoft Office, Team Collaboration

ASSUMPTION: The interview process is structured to evaluate both technical and interpersonal skills crucial for this role.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, Outlook)
• Transportation management systems
• CRM software

ASSUMPTION: Familiarity with common office and logistics software is essential for daily tasks.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Innovation in logistics solutions
• Team-oriented approach

Work Style:

• Fast-paced and dynamic
• Collaborative and team-focused
• Detail-oriented yet adaptable

Self-Assessment Questions:

• Can I thrive in a fast-paced environment?
• Am I proactive in finding solutions for customer issues?
• Do I enjoy working collaboratively with different teams?

ASSUMPTION: The company values proactive, collaborative candidates who adapt well to changes in a dynamic work setting.

⚠️ Potential Challenges

• Managing multiple priorities simultaneously.
• Resolving customer issues under tight deadlines.
• Adapting to evolving company technology and procedures.
• Navigating complex logistics problems with minimal oversight.

ASSUMPTION: Challenges are typical of logistics roles, requiring excellent time management and problem-solving skills.

📈 Similar Roles Comparison

• Similar responsibilities as a Logistics Coordinator.
• Overlap with Customer Service Representative roles regarding client interaction.
• Comparable entry-level position for advancement in the logistics field.

ASSUMPTION: The role is parallel to other entry-level positions in logistics, with a distinct focus on customer success.

📝 Sample Projects

• Implementing a client satisfaction feedback loop.
• Developing a streamlined process for resolving logistics discrepancies.
• Pioneering a pilot program integrating new logistics software.

ASSUMPTION: Sample projects typically focus on improving customer engagements and increasing operational efficiency.

❓ Key Questions to Ask During Interview

• What are the main challenges you foresee for this role?
• How does this role contribute to the company’s overall success?
• What tools and systems will I be using regularly?
• Can you describe a typical day for someone in this position?
• What opportunities for growth and development are available?

ASSUMPTION: The questions aim to clarify role expectations and future opportunities within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Echo careers page
• Prepare a resume highlighting logistics and customer service experience.
• Complete any assessments provided during the application process.
• Attend an initial phone screening if contacted.
• Prepare for an in-person or video interview.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.