Customer Success Associate - Loop

About Loop

Loop is on a mission to unlock profits trapped in the supply chain (https://loop.com/article/unlock-profit-trapped-in-your-supply-chain) and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

About the Role

As a Customer Success Associate, you will be responsible for managing the audit process; ensuring accuracy, automation and continuous improvement to meet our client’s key performance indicators. The Customer Success Associate is directly responsible for reducing overcharges, optimizing invoice management and enabling actionable data for our clients that is critical to their business. You will play a key role in identifying opportunities and ways to improve our products to enhance customer experience and stickiness, working alongside Customer Success Managers, Product and Engineering. Individuals in this role can grow into Customer Success Managers if they demonstrate aptitude and interest in that path. This role is located in Chicago and requires the individual to be in office multiple days per week. 

Key Responsibilities

• Oversee and manage the day-to-day audit process for clients
• Proactively identify changes we can make to our internal application in order to improve and enable automation to the audit process
• Partner cross functionally with Customer Success, Engineering and Product to provide critical feedback on the audit process and make suggested improvements
• Analyze freight cost data; identify discrepancies and errors in carrier billing; work with carriers to address systemic issues
• Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
• Take the perspective of who we serve into everything you do, anticipating client needs, and responding quickly
• Partner with Customer Success Managers to ensure client satisfaction and retention

Experienced Required

• Entry level experience with desire to learn new skills; previous experience in operations, customer service or account management in the logistics/transportation industry is nice to have
• Ability to collect data, analyze results, and draw valid conclusions
• Passion for technology and data
• Obsessive attention to detail
• Proven problem solving results
• Excellent written & spoken communication skills

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
• 401k plan
• Unlimited PTO
• Generous professional development budget to feed your curiosity
• Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership

Great article about freight industry and Why You Should Join Loop