Customer Success Specialist

About the job

Orca Intelligence

Orca has been providing freight audit and analytics services to its’ growing client base since 2016. We have experienced tremendous growth since inception and are proud to offer our solution to some of North America’s largest organizations. Orca processes Billions of dollars in freight invoices each year for clients and provides invaluable reporting and analysis to help our clients operate more efficiently. Orca was awarded London’s prestigious ‘Medium Business of the Year’ award for 2024 by the London Chamber of Commerce for tremendous growth and community involvement.

Job Summary

The successful candidate will be responsible for many tasks related to the onboarding of new clients, creating and maintaining client SOPs and will be required to build and maintain strong working relationships. The candidate should also expect to be involved numerous meetings with both client’s and vendors.

The candidate will act as an ambassador for their clients within Orca to ensure that client’s needs are exceeded. The successful candidate will also assist internal operations by generating reports, preparing meeting agendas and minutes, monitoring emails, and assisting with administrative tasks as required.

Responsibilities

The successful candidate will:

• Assist with the onboarding of new clients
• Provide weekly status reports of client operations to the CSM
• Coordinate and take minutes of client-related projects, utilizing a project management tool to track the onboarding of carriers
• Build and maintain strong relationships with existing clients
• Serve as the key liaison between the client and Orca’s internal operations
• Attend/Facilitate client meetings as required or scheduled
• Deliver monthly reports to clients
• Provide system training to new clients
• Respond accurately & timely to client inquiries
• Report generation and formatting. A large part of this role will include generating and formatting reports in excel.
• Operating within Orca’s operational system to answer client inquiries.
• Assist other Orca team members with day-to-day operations as required

Qualifications

The ideal candidate will possess the following skills:

• Effective client management and customer relationship skills
• Advanced skills in Microsoft applications
• Ability to work independently and with minimal supervision
• Knowledgeable in project management methods
• Adept facilitation/ presentation skills
• Strong reporting, documenting and analytical skills

Valued Traits

The ideal candidate will possess the following traits:

• Clear communicator
• Client centered
• Rapport builder
• Problem solver
• Proactive attitude
• Strategic thinker
• Honest & direct
• Results-oriented
• Team player
• Outstanding work ethic
• Self-starter

Compensation

Orca provides a competitive compensation package:

• Competitive base salary
• RRSP contribution matching
• Annual profit based bonus
• Fantastic benefits package
• Healthcare Spending Account
• Lifestyle Spending Account
• Complimentary cell phone plan