MNX, a UPS Company, is a leader in time and mission-critical logistics and supply chain services. Whether it is a medical device, a radioactive cancer therapy, the engine of an airplane, a high-speed network router, a hard drive encrypted with a summer movie release or a liver donated for transplant, the most time sensitive shipments in the world are entrusted to MNX. Headquartered in Long Beach, California and with offices worldwide, MNX is looking for talented people who want to make a difference by helping the world successfully transport the most important shipments.
We combine extraordinary people, innovative partnerships and advanced technology to solve the world’s most complex logistics challenges.
Customer Advocate
We are looking for a Customer Advocate that will serve as the primary communicator with assigned customers regarding all activity other than call center shipment activity. You will enhance customer integration and retention by providing a single point of contact for customer account interaction and swift issue resolution.
What you will do as a Customer Advocate:
- Identify customer performance expectations and measurements through dialogue with customers, the business development team, and operations contacts.
- Assist with full implementation of customer performance expectations, measurements, and operational handling with call center leadership, CEC staff, and the business development team. Ensure complete implementation into the relevant CEC.
- 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 business development 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 MNX.
- Provide account setup and support for online order entry, including onsite demonstration, online virtual meetings and any training that may be required.
- Ensure Customer Maintenance is updated with current customer information, including maintaining current contact information, operational details, and auto-email notifications.
- Develop, maintain and verify reoccurring shipment data for customers using the Scheduler.
- Own the Standard Operating Procedures for assigned customers. This includes version control, change control, and information distribution as necessary, i.e. business partner documents, training, etc. Able to navigate Sharepoint / MNX Intranet to store and maintain SOPs.
- In partnership with Profit Assurance, review customer charges and costs if needed to ensure proper billing and to determine appropriate profit margins.
- Compile Monthly, Quarterly, and / or Yearly Business Reviews to present to customers directly or in conjunction with the business development team. Presentations may be virtual or in-person.
- Assist business development team with introducing new customers to the call centers. Ensure that all customer requests can be met operationally.
- Issue credits, when appropriate, to improve customer satisfaction while keeping in mind profitability.
- Offer input and select pricing for customers to meet both internal profit parameters and customer needs.
- Own customer driven reporting.
- Use Salesforce to maintain and track customer activities and contacts.
- Order and ship supplies and airbills to customers and vendors as requested. This includes understanding MNX FedEx shipping policies and procedures.
- Some travel required for customer meetings, industry conferences, or training programs.
- Use SalesForce onboarding process, including Conga and 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.
- Any additional duties as assigned by supervisor.
What you bring:
- Bachelor’s degree or equivalent work experience preferred.
- Two or more years of customer service experience in the transportation industry.
- Strong understanding of MS Office Suite including Excel, Word, and PowerPoint.
- Able to navigate our TMS systems.
- Must be able to read, write and communicate (speak) in English.
- Able to communicate verbally and in writing on work requirements, status of work in progress, and work completed.
- Able to use basic/intermediate math to add, subtract, multiply or divide, and use decimals and fractions.
- Ability to dissect complex invoices, understand, and communicate.
- Most work is complex and requires a high level of judgment.
- Able to follow simple to complex instructions and directions.
- Requires ability to decide on a course of action.
- Must have continuous visual and mental attention while performing responsibilities of position.
- Standard physical demands for office and external environment.
- Operates personal computer, keyboard, monitor, facsimile machine, copier, and telephone.
- Must be able to work in a fast-paced environment.
- Office and external environment.
- Some road and air travel required.
- Exposures to hazardous environments are consistent with aircraft operations.
- Responsible for safety of own area.
Pay: $20 – $25 per hour
Benefits & Perks:
We offer competitive pay, paid vacation and sick time, 401(k) match, multiple health plans, and much more.
MNX Global Logistics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information, or any other characteristic protected by federal, state or local laws.
At MNX, people make the difference. We are a diverse group of unique individuals, each with their own background, beliefs, and experiences, united in the spirit of “One MNX”.
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