Customer Success & Brand Engagement Specialist

Location: Cincinnati, OH Reports to: Director of Revenue Operations

Relay Express is a Midwest-based same-day logistics and transportation company with over 39 years of experience providing dependable, customer-focused delivery solutions. With seven branch locations and 24/7 live operations, our team prides itself on reliability, responsiveness, and building lasting relationships that keep our customers moving forward.

We’re looking for a Customer Success & Brand Engagement Manager to be the connection point between our customers, operations team, and the Relay Express brand. This position blends relationship management, communication, and marketing engagement—ensuring every customer touchpoint reflects the professionalism and care that define Relay Express.

The ideal candidate is organized, service-driven, and confident handling multiple priorities—from answering phones and entering customer orders to engaging our community online through marketing and social media initiatives.

• Serve as a primary point of contact for customer inquiries, order entry, and service updates.
• Answer phones and respond promptly and professionally to customer calls and emails.
• Accurately enter and manage delivery orders in our system with attention to detail and follow-through.
• Build and maintain long-term relationships through proactive communication and support.
• Collaborate with operations and dispatch to ensure customer expectations are met and exceeded.
• Track and analyze customer feedback to improve service quality and retention.

• Manage Relay Express’s social media platforms and campaigns to strengthen brand awareness and engagement.
• Develop creative, engaging content that highlights our services, team, and community involvement.
• Partner with leadership to plan and execute marketing initiatives, customer spotlights, and event promotions.
• Monitor engagement metrics and trends to evaluate performance and recommend growth opportunities.
• Uphold brand consistency across all customer and public communications.

• Work cross-functionally with sales, operations, and compliance to ensure smooth communication and alignment.
• Support internal culture and communication initiatives, including newsletters and team events.

• Experience in customer success, account management, or marketing communications preferred but not required.
• Strong interpersonal and written communication skills with a professional phone presence.
• Proficiency in Microsoft Office and experience with CRM or order-entry systems preferred.
• Experience with social media management tools and basic content creation (e.g., Canva, Meta Business Suite).
• Excellent organization and multitasking skills with high attention to detail.
• Positive, team-oriented mindset with a passion for service and brand grow