Customer Success Specialist

Customer Success Specialist Location: Lisle, Illinois Employment Type: Full-Time | Hybrid (In office: Tuesday-Thursday / At home: Monday & Friday) Compensation: $60,000 - $75,000 depending on experience and qualifications This is not a remote position. Relocation assistance is not offered Who We Are Join a rapidly growing company revolutionizing the trucking industry! Cargomatic is the #1 technology platform and digital marketplace for powering world-class, local trucking. Local trucking is the lifeblood of every regional economy, and yet this $82 billion industry still relies heavily on phone calls and fax machines. Cargomatic is transforming the way goods move around metropolitan areas by connecting shippers and commercial truck drivers with mobile technology. We are solving complex, real-world problems every day, and giving full transparency to the shipping process. Cargomatic is seeking a dynamic, detail-oriented Customer Success Specialist to join our rapidly growing team. In this role, you will collaborate with teams across the entire Cargomatic network to ensure that all shipment operations run seamlessly. We are looking for a creative and analytical problem solver who thrives in a fast-paced environment. The ideal candidate brings a strong mix of time management, organization, and exceptional communication and customer service skills. If you are comfortable rolling up your sleeves in an "all hands-on deck" environment and are passionate about driving customer satisfaction, we want you on our team. What You Will Own • Customer Engagement: Serve as the primary point of contact for our customers. You will drive daily engagement and ensure timely, high-quality communication across email, phone, and reporting channels. • Operational Execution: Seamlessly execute day-to-day customer operations, adapting to new challenges and taking on additional duties as the business requires. • Cross-Functional Collaboration: Partner actively with internal stakeholders—including Sales, Account Management, and Carrier Operations—to elevate the customer experience and ensure all metrics meet or exceed customer expectations. • Data & SLA Management: Track, maintain, and continuously improve weekly account data metrics and key Service Level Agreements (SLAs) as defined by the Customer Success Manager. • Strategic Growth Initiatives: Proactively identify and champion new products, processes, and initiatives designed to support the growth, engagement, and retention of our customer base. • Process Optimization: Develop scalable processes and Standard Operating Procedures (SOPs) to effectively transition and manage daily tasks with our offshore support staff. What You Will Bring • Bachelor’s degree with 2+ years’ experience in logistics, supply chain, or drayage account management or customer success is required. • Exceptional Communication: Strong written and verbal communication skills, with the ability to think on your feet, de-escalate issues, and interact professionally with all stakeholders. • Customer-Centric Mindset: A proven track record in customer support, with demonstrable skills in driving customer satisfaction and building lasting relationships. • Technical Agility: The ability to learn and adapt quickly to new concepts, software, and logistics technologies. • Data Proficiency: Intermediate to advanced working knowledge of Microsoft Excel for reporting and data management. • Analytical Problem Solving: A sharp, analytical mind capable of troubleshooting complex operational issues and devising creative solutions. • Adaptability: Total comfort navigating ambiguity and rapidly shifting priorities within a dynamic, high-growth environment. • Drive & Organization: A strong sense of urgency, coupled with the organizatio