Client Success Specialist

About FWT Logistics

FWT Logistics is a motor carrier, 3PL, drayage, and cold chain company with operations in Oakland and Carson, California. We move containers from the ports, store and handle freight in our warehouses, and manage temperature-controlled shipments for customers who count on us to get it right every time.

About the Role

The Client Success Specialist is the main point of contact for our existing customers. You will keep clients informed, solve problems before they turn into complaints, and work with dispatch, warehouse, and billing to make sure every shipment is handled the way the customer expects. This role is for someone who likes being the person who knows where everything is and gets things fixed.

What You Will Do

• Manage day-to-day communication with an assigned group of customer accounts by phone, email, and customer portals
• Provide shipment status updates, ETAs, and proof of delivery
• Track containers, last free days, appointments, and holds, and alert customers to anything that could cause delays or extra charges
• Respond to and resolve service issues including delays, damages, shortages, detention, demurrage, and per diem disputes
• Work with dispatch, warehouse, and transportation teams to coordinate pickups, deliveries, and warehouse appointments
• Onboard new customers, including setting up accounts, learning their requirements, and documenting their procedures
• Review invoices and accessorial charges with customers and work with billing to resolve disputes
• Escalate temperature or cold chain concerns right away and follow through until resolved
• Keep customer records and shipment notes accurate in our TMS and WMS
• Prepare simple service reports for customers and internal leadership
• Identify chances to grow accounts and pass new service or rate requests to the sales and quoting team

What We Are Looking For

• 2+ years of customer service, account management, or client success experience in logistics, freight, drayage, 3PL, or warehousing
• Working knowledge of drayage and port terms (LFD, per diem, demurrage, chassis, appointments)
• Clear, professional communication in writing and on the phone
• Strong follow-through and the ability to manage many open items at once
• Comfortable with Excel and Microsoft 365 or Google Workspace
• Experience with a TMS or WMS
• Calm under pressure and able to handle frustrated customers professionally

Nice to Have

• Bilingual in English and Spanish
• Cold chain or reefer freight experience
• Experience with Port of Oakland, Port of LA, or Port of Long Beach operations

Pay: From $25.00 per hour

Expected hours: 40.0 per week

Work Location: In person