About Company
Total Quality Logistics (TQL) is a leading third-party logistics (3PL) provider, connecting customers with the best carriers to move their freight. Established in 1997, TQL has grown from a small startup to one of the largest and most respected freight brokerage firms in North America, with over 60 offices nationwide and a vast network of carriers. We pride ourselves on our relentless commitment to service, innovative technology, and a vibrant, entrepreneurial culture. In Savannah, Georgia, a critical hub for global logistics, TQL plays a pivotal role in optimizing supply chains and ensuring the timely and efficient movement of goods across various industries. Our success is built on the strong relationships we forge with our clients and carriers, and we are constantly seeking passionate individuals to contribute to our continued growth and industry leadership. Join a company where your drive and dedication directly impact our collective achievement and help us redefine logistics excellence.
Job Description
Are you a natural problem-solver with a knack for building lasting relationships? Do you thrive in a dynamic, customer-centric environment where your efforts directly contribute to client satisfaction and business growth? Total Quality Logistics (TQL) is seeking a highly motivated and empathetic Remote Customer Retention Specialist to join our dedicated team, based out of Savannah, Georgia, with the flexibility to work from home.
In this pivotal role, you will be at the forefront of ensuring our valued customers remain satisfied and engaged with TQL’s comprehensive logistics solutions. Your primary objective will be to proactively identify potential client churn risks, understand their evolving needs, and implement tailored strategies to strengthen their commitment to TQL. This isn’t just about preventing cancellations; it’s about nurturing partnerships, resolving complex issues with finesse, and demonstrating the unparalleled value TQL brings to their supply chain operations. You will engage with a diverse portfolio of clients, ranging from small businesses to large enterprises, across various industries.
Working remotely, you will manage your own schedule with flexible hours, allowing for a healthy work-life balance while ensuring critical customer needs are met. This role demands exceptional communication skills, a proactive approach, and the ability to empathize with customer challenges, transforming potential dissatisfaction into reinforced loyalty. You will be empowered to make decisions, collaborate with internal teams such as sales and operations, and utilize our cutting-edge CRM and analytics tools to track engagement and success metrics. If you are passionate about customer advocacy, possess a keen ability to de-escalate situations, and are driven by the opportunity to significantly impact client retention in a fast-paced logistics environment, we encourage you to apply. This is a unique opportunity to grow your career with an industry leader, all from the comfort and convenience of your home office.
Key Responsibilities
- Proactively engage with existing clients to assess satisfaction, identify potential churn indicators, and build stronger relationships.
- Develop and execute retention strategies customized to individual client needs and business objectives.
- Act as a primary point of contact for client escalations, resolving issues effectively and ensuring a positive resolution.
- Collaborate with sales, operations, and other internal teams to address client concerns and improve overall service delivery.
- Gather client feedback and insights to contribute to product and service improvements.
- Maintain accurate records of client interactions, retention efforts, and outcomes in the CRM system.
- Monitor key performance indicators (KPIs) related to client retention and engagement, providing regular reports to management.
- Educate clients on new TQL offerings and features that align with their evolving business requirements.
- Manage a flexible work schedule effectively to meet client needs and departmental goals.
Required Skills
- Minimum of 2 years of experience in customer service, account management, or customer retention roles.
- Exceptional verbal and written communication skills.
- Proven ability to de-escalate challenging situations and find mutually beneficial solutions.
- Strong negotiation and persuasion skills with a customer-centric approach.
- Proficiency with CRM software (e.g., Salesforce) and Microsoft Office Suite.
- Ability to work independently, manage time effectively, and meet deadlines in a remote environment.
- High level of empathy and emotional intelligence.
- A dedicated, quiet home office space with reliable internet connectivity.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience in the logistics, transportation, or supply chain industry.
- Familiarity with data analysis tools and reporting.
- Track record of exceeding retention targets or customer satisfaction goals.
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (PTO) and company holidays.
- Flexible working hours to promote work-life balance.
- Opportunities for professional development and career advancement.
- Access to TQL's cutting-edge technology and training resources.
- Employee assistance programs.
- A supportive and collaborative remote team environment.
How to Apply
If you are ready to make a significant impact on customer loyalty and contribute to the success of a leading logistics company, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and learning how you can contribute to the TQL team.