Original listing text, shown exactly as published by the company.
What You'll Do
- Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives.
- Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments.
- Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations.
- Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers.
- Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers.
- Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements.
- Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner.
- Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills.
- Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks.
- Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention.
- Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility.
- Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA).
- Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies.
- Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.
Qualifications
- Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred.
- 15+ years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers.
- 10+ years of dedicated expertise in produce and floral logistics, with deep knowledge of perishable cold-chain execution.
- 3+ years of logistics leadership or management experience in a fast-paced environment.
- Strong background in account management and customer-facing solution design.
- Expert knowledge of regulatory compliance environments including FSMA, STF, and PACA.
- Advanced proficiency in the Microsoft Office suite (specifically Excel and PowerPoint) for complex data analysis and business presentations.
- Exceptional communication and interpersonal skills, with a proven ability to inspire, develop, and performance-manage employees.
Supervisory Responsibility
This position has direct supervisory responsibilities over Client Success Associates and Representatives specializing in produce and floral logistics.
