Senior Customer Advocate - Inside Sales (on-site)
Alba Wheels Up International, United States
Job Description
Alba Wheels Up was founded with the philosophy of ensuring customer compliance with regulations while coordinating efficient, timely movement of freight and information. With beginnings that go back over 70 years, Alba and Wheels Up operated as two separate entities which merged to form Alba Wheels Up, a family of true logistics professionals. Following the successful merger of the companies, the company has become an industry leader. In March 2021 The Company received significant strategic investment from Southfield Capital, a leading private equity fund. This investment is positioning the company to continued acceleration through organic growth and acquisitions.
The integration of new technologies and exemplary service standards have allowed Alba Wheels Up to be on the forefront of changes in the global trade industry. Tremendous regulatory visibility has allowed Alba Wheels Up to engage in regulatory pilot programs while forward-thinking mindset means The Company fully adopts new Customs and Border Protection technologies and regulations before the competition.
Job Description:
The Senior Customer Advocate acts as the liaison between sales and operations and is responsible for supporting key accounts with administrative, clerical, and customer support tasks. The successful individual will enhance customer integration and retention by acting as an expediter and single point of contact for customer interactions, swift issue resolution, and particularly critical, complex, or large orders. Maintains consistent customer dialogue and works cross functionally with sales and operations to identify and execute on customer performance expectations and measurements. Develops and maintains a high level of market segment knowledge to enhance customer communication, instill service offering confidence, and assist Sales team with best practices. Provides account setup and support to assigned customers, to include onsite and virtual meetings, trainings, and issues’ root cause analysis and resolution. Uses CargoWise onboarding process and ensures system is updated with current customer activity, contact information, operational details, and auto-email notifications. Adheres to company, federal, state, and local business requirements, enforcing compliance and acting when necessary.
Responsibilities:
- Identify customer performance expectations and measurements through dialogue with customers, the Sales team, and operations contacts.
- Assist with full implementation of customer performance expectations, measurements, and operational handling with operations leadership and the Sales team.
- Serve as an expediter and single point of contact when necessary for particularly critical, complex, or large customer orders.
- Perform root cause analysis and issue resolution on customers’ behalf.
- Defuse customer account issues.
- Assist the Sales team by providing market segment knowledge and recommending best practices based on available service offerings.
- Develop and maintain a high level of market segment knowledge to enhance customer communication and instill customer confidence in the services offered by Alba Wheels Up.
- Provide account setup and support for tracking to assigned customers, including onsite demonstration, online virtual meetings and any training that may be required.
- Ensure CargoWise is updated with current customer information, including maintaining current contact information, operational details, and auto-email notifications.
- Own the Standard Operating Procedures (SOPs) for assigned customers. This includes version control, change control, and information distribution as necessary, i.e., business partner documents, training, etc. Navigate SharePoint / Alba Wheels Up Intranet to store and maintain SOPs.
- Partner with the Finance department with reviewing customer charges and costs to ensure proper billing and to determine appropriate profit margins.
- Work with operations and IT when needed to compile monthly, quarterly, and/or yearly Business Reviews to present to customers directly or in conjunction with the Sales team. Presentations may be virtual or in-person.
- Assist business development team with introducing new customers to the operations. Ensure that all customer requests can be met operationally.
- Offer input and select pricing for customers to meet both internal profit parameters and customer needs.
- Own customer driven reporting.
- Use Cargo Wise to maintain and track customer activities and contacts.
- Use Cargo Wise onboarding process, including DocuSign, to push agreements to customers and facilitate opening new accounts.
- Demonstrate problem solving and decision-making abilities on a daily basis to quickly prioritize and diffuse customer issues in a fast-paced environment.