Client Success Coordinator

Wellington Group of Companies is growing again and we are looking to add a talented person to our hard-working team.

Wellington Group of Companies offers full-service solutions to our customers including but not limited to Dry and Refrigerated Truckload FTL/LTL, Intermodal, Ocean, Expedite, and Warehousing. If you are not familiar with Wellington, please look up our website or find us on social media. You will see our full-service list/network as well as what a great company we are to work for.

The Client Success Coordinator is responsible for fostering strong, long-term client relationships by ensuring a seamless service experience from onboarding through ongoing account support. This role acts as a key liaison between clients and internal teams, proactively supporting client needs, optimizing service delivery, and contributing to client retention and growth.

• Build and maintain strong, professional relationships with assigned client accounts, serving as a consistent and reliable point of contact.
• Develop a thorough understanding of each client’s business, preferences, and service expectations.
• Personalize interactions to strengthen engagement and trust.
• Support onboarding of new clients to ensure a smooth transition into service.

• Coordinate client requests including order management, tracking, reporting, issue resolution, and service adjustments.
• Monitor account activity to ensure service commitments and performance expectations are consistently met.
• Maintain accurate and up-to-date client records, interactions, and account details within internal systems.
• Provide clear and accurate information regarding services, pricing structures, and operational updates.

• Act as a communication bridge between clients and internal departments (operations, sales, accounting, etc.).
• Anticipate client needs and proactively provide updates, solutions, or recommendations.
• Ensure all client communications are timely, professional, and solution-focused.
• Support discussions related to billing inquiries, accessorials, and service adjustments in alignment with company policies.

• Monitor client satisfaction and identify opportunities to enhance the overall client experience.
• Gather and interpret client feedback to recommend service improvements and process enhancements.
• Contribute to the development of service standards, best practices, and client success initiatives.
• Promote a client-centric culture by consistently delivering value-driven service.
• Address client concerns with a solutions-oriented approach, ensuring timely and effective resolution.
• Apply sound judgment to elevate complex or sensitive issues when required.
• Manage conflict with professionalism, empathy, and a focus on maintaining strong client relationships.
• Partner with internal teams to ensure alignment on client expectations and service delivery.
• Identify opportunities for organic account growth and communicate insights to the appropriate teams.
• Support strategic initiatives that enhance client retention and long-term satisfaction.

• Adhere to all applicable Quality Management System (QMS) policies and procedures.
• Follow Good Manufacturing Practices (GMP) where applicable to the role.
• Demonstrate a commitment to continuous improvement, striving for incremental enhancements in daily performance and service delivery.

• Post-secondary education in Business Administration, Supply Chain, Logistics, or a related field preferred.
• 1-3 years of experience in client services, account coordination, logistics, or a related role (preference made within transportation or logistics industry).
• Strong communication and interpersonal skills with the ability to build rapport and maintain professional relationships.
• Proven ability to manage multiple priorities in a fast-paced environment with strong attention to detail.
• Problem-solving mindset with the ability to think proactively and provide solutions.
• Experience working with CRM systems, order management platforms, or similar tools.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word).
• Demonstrated ability to collaborate cross-functionally with internal teams.
• Customer-focused mindset with a strong sense of accountability and ownership.