Customer Success Specialist

Purpose of the Role

To formulate and execute strategic sales plans that drive market penetration, revenue growth, and profitability across the freight business. This role requires strong leadership, business acumen, and in-depth freight industry experience to lead high-performing sales teams and exceed customer expectations.

Key Responsibilities

Strategic Sales Leadership

• Develop and implement sales strategies that align with business objectives and maximize market share.
• Cultivate and maintain strong relationships with key clients, ensuring high levels of satisfaction and loyalty.
• Collaborate cross-functionally with operations, product, and finance teams to deliver tailored solutions to complex client needs.
• Analyze market trends, customer data, and competitor activities to inform business strategy and tactical decisions.

Team Leadership & Talent Development

• Lead, mentor, and coach a high-performing Customer Management Team (CMT).
• Set clear KPIs and performance goals; conduct regular reviews and provide actionable feedback.
• Foster a culture of continuous learning by offering development opportunities and identifying high-potential team members for leadership tracks.

Business Development & Growth

• Identify and capitalize on organic growth opportunities within existing accounts and new business segments.
• Drive adoption of digital sales tools (e-Tools) to improve client interaction, efficiency, and transparency.
• Monitor and enhance team performance; identify bottlenecks and lead improvement initiatives.
• Improve sales conversion rates and overall profitability through strategic planning and execution.

Operational Excellence & Compliance

• Oversee service delivery to ensure client satisfaction, partnering with operations to resolve service issues promptly.
• Enforce compliance with company policies on data integrity, CRM usage, HSSE standards, and sustainability initiatives.

Experience & Qualifications

• Bachelor’s Degree in Business, Logistics, Supply Chain, or a related field.
• 3–5 years of experience in the freight industry is mandatory.
• Proven experience in sales strategy, business development, and team management within the freight/logistics sector.

Leadership Behaviors

• Building Outstanding Teams
• Setting a Clear Direction
• Simplification
• Collaboration & Cross-Functional Influence
• Execution & Accountability
• Growth Mindset
• Innovation & Digital Adoption
• Inclusion & People Development
• External Customer Focus

Key Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Effective teamwork and collaboration
• Advanced negotiation and persuasion techniques
• Strong time and priority management
• Familiarity with CRM systems and digital sales tools