Job DetailsJob Location Corporate Office - Neenah, WI Position Type Full Time Travel Percentage Negligible Job Category Sales DescriptionWho We Are Joining the WOW Logistics team means becoming part of a culture that inspires employees to reach their full potential and rewards exceptional performance based on merit. These are among the values contained in the Little Orange Book, the foundation of our culture. As we enter an exciting phase of growth, new and existing employees have a tremendous opportunity to grow alongside the company as it scales. Schedule Monday - Friday 8:00am to 5:00pm How Your Role Fits In The Customer Success Coordinator is a critical customer-facing role responsible for managing and supporting small to medium sized accounts with WOW Logistics. This position acts as a key liaison between customer and internal teams, representing both the Voice of the Customer (VOC) and the Voice of WOW Logistics (VOW) to ensure service delivery, satisfaction, and account health. Core responsibilities include relationship management, issue resolution, contract and profile management, yield and risk monitoring, and support for commercial and financial activities such as GRIs and AR coordination. This position also supports customer growth through account insights and collaboration with the broader sales team. What you'll do:
- Manage and support a portfolio of approximately 100 small to mid-sized customer accounts, maintaining strong relationships and ensuring consistent, positive customer experience.
- Serve as the primary point of contact for routine service needs, escalations, and process improvements, coordinating resolution efforts across internal teams (Operations, Finance, AR, etc.).
- Track and manage issue escalation through CRM; identify frequent issues and contribute to root cause analysis and preventative planning.
- Maintain accurate account profiles, including scope of services, volume commitments, contract terms, and yield metrics.
- Support contract management activities, including renewals, amendments, compliance tracking, and change control.
- Coordinate and communicate General Rate Increases (GRIs) to customers, monitor implementation progress and track performance impacts.
- Monitor CRM, customer feedback, and operational trends to identify recurring issues or service risks; proactively escalating risk trends and recommending mitigation strategies to leadership.
- Support yield management efforts by monitoring margin performance and collaborating with internal teams to improve underperforming accounts.
- Act as both the Voice of the Customer (VOC) and the Voice of WOW (VOW) to align internal capabilities with customer expectations and advocate for mutual success.
- Identify and escalate potential growth opportunities or service expansion needs to the broader Sales and Strategic Account Management teams.
- Partner with the Accounts Receivable (AR) team to track outstanding invoices, support collection efforts, and resolve customer billing concerns.
What it takes to succeed:
- Bachelor's degree in business, Sales, Communications, or related field.
- 1-3 years of experience in customer service, account management, or sales support (preferably in B2B, logistics, warehousing, or 3PL services).
- Familiarity with CRM systems (e.g., Salesforce), Microsoft Office Suite, and reporting/visualization tools.
- Ability to work cross functionally with operations, finance and leadership team.
- Strong written and verbal communication skills.
- Excellent time-management skills with the ability to multi-task, manage projects, meet deadlines, and prioritize.
Our Commitment to You At WOW Logistics, fostering a supportive work environment is an integral part of our shared pursuit of excellence. We demonstrate our commitment through an array of benefits, including incentive pay based on role, tuition reimbursement, employee recognition programs, health insurance, paid vacation, and more. Learn about our competitive benefits package on our website. ( Equal Opportunity Employer WOW Logistics is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.