Job Description

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Job Description :

SUMMARY

The Customer Success Specialist is the key account liaison between the client and the ecommerce operations team. They responsible for the growth, development and customer success of assigned startup or emerging ecommerce fulfillment accounts and execution of order fulfillment service offering. They manager will work with established and emerging client brands to understand their needs and ensure end-to-end fulfillment solution is meeting and exceeding those needs. This role works closely with the key customer contact, operations leadership, information technology, the application development team, the parcel solutions team and sales.

ESSENTIAL FUNCTIONS

• Processing daily correspondence with customers via phone, fax, and email. Employee will also be responsible for attending any and all weekly conference calls with customers to communicate and negotiate scheduling or forecasts. This may require travel.
• Attend daily production meetings with IFS management to ensure team is aware of customer needs.
• Obtain all job specifications from customer to complete work orders for production.
• Generate efficient and timely production plans. Identify supply constraints and problems and communicate to operations/ production. Provide material planning support for production by running material shortage reports for each work order.
• Ensure all customer orders are produced, shipped and billed correctly and completely. Planner will report daily production and shipments.
• Develop and maintain customer loyalty by answering all customer questions and address any customer complaints. Attend meetings/calls with appropriate contacts. Insure complete customer satisfaction.
• Resolving Conflicts and Negotiations - Handling complaints, settling disputes, and conflicts, or otherwise negotiating with Customers and/or IFS Production.
• Ensures good communication and interaction with salesperson to keep informed of job status in regards to questions or concerns.
• Alerts upper management to any conditions within company that could lead to customer dissatisfaction and recommends solutions.
• Quote and submit Pricing to customers for approvals, includes: PO’s, One Time Costs & Overtime.
• Interprets the Meaning of Information for Others - Translating or explaining what information means from Customer to IFS.
• Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic form. Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Monitor Processes & Materials - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Evaluating Information to Determine Customer Compliance Standards - Using relevant information and individual judgment to determine whether processes comply with Customer standards and requests.
• Creates tracker expanding upon customer requirements to track internal milestones in addition to customer milestones.
• Updates tracker weekly and distributes to IFS appropriate team members.
• Forwards all applicable design packet information, special pack data, and label data to IFS Engineering and Procurement contacts for quoting and delivers back to customer.
• Manages distribution of information to and from customer, IFS and Supply Chain Partners.
• Coordinates with marketing, Engineering (Customer/IFS), and material supplier on the design of all special packs.
• Collects and reports KPI’s.
• Advanced knowledge of ERP Systems
• Additional duties as may be assigned

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned.

EDUCATION

• Bachelor's degree in Business, Logistics or Transportation, required

EXPERIENCE

• Two (2) years or more of Industry related experience, required
• Two (2) years or more eCommerce experience in fulfillment or retail, required.

SKILLS

• Excellent customer interaction.
• Strong analytical skills, in particular working with large data sets and BI tools.
• Strong communication skills; ability to work with external clients and internal stakeholders at multiple organizational levels.
• Extremely strong organizational and planning skills.
• Ability to work in a fast-paced and changing business development environment.
• Ability to prioritize, multi-task and work under tight deadlines.
• Proven customer interaction and problem-solving skills.

TRAVEL

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Job Category: Customer Service

Compensation Information :

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type :

Salaried

Minimum Pay Range:

Maximum Pay Range:

Benefits Information:

For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through .

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754.

Current Employees :

If you are a current employee at Ryder, please click here ( to log in to Workday to apply using the internal application process.

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