Senior Customer Advocate Reporting to the Chief Revenue Officer for a premier Customhouse Broker and Freight Forwarder with service offerings to include freight forwarding, customs brokerage, compliance, duty drawbacks, cargo & freight insurance, supply chain management and visibility tools.
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.