About Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world.
Job Purpose:
The Client Success & Marketing Specialist plays a key role in enhancing customer experience and supporting business growth. This position serves as the critical link between the sales team, internal departments, and our clients by ensuring smooth onboarding experience, proactive communication, and ongoing client engagement. With a strong blend of customer service, marketing, and coordination skills, the role is responsible for maintaining client satisfaction, assisting in sales activities, and creating impactful marketing materials. The goal is to foster lasting relationships, drive client retention, and ensure every customer’s touchpoint reflects the company’s commitment to excellence.
Duties & Responsibilities:
- Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success
Client Relationships
- Respond promptly and courteously to customer inquiries and issues
- Make outbound follow-up calls and emails to existing customers
- Assist with the onboarding of new clients by coordinating internal introduction, setting client – business expectations, and ensuring operational readiness
- Conduct regular account health checks with new and existing customers
- Monitor and respond to customer satisfaction survey results
- Track and report on client success metrics (retention, engagement, CSAT)
- Support customer communications during critical industry events (e.g., postal strike, regulatory changes)
Sales Support
- Maintain accurate and organized customer data in CRM Systems
- Ensure thorough lead follow-up by passing qualified leads to Account Managers with full context and clear next steps
- Support sales team by researching customers, preparing background info, and performing follow-ups
- Send and track quotes and proposals to prospective clients
- Set up and track a program to review the rate and renewal process for client base
- Assist in providing customer-specific and company reports
- Serve as the bridge between internal teams and external clients during the onboarding phase to ensure a seamless customer handover experience
Marketing & Presentation Development
- Design and send email marketing campaigns to Tier 4 and 5 Accounts
- Assist in the creation of marketing materials (one-pagers, presentations, etc.) according to our brand standards
- Book and facilitate Quarterly Business Review (QBR) meetings, and create the presentation content
- Manage feedback loops and action items from QBRs
- Contribute to internal and external communication strategies supporting sales and client engagement
- Develop a library of templates and tools for common customer communications
Mindset & Personality:
- Proactive and Solutions Oriented: Anticipates customers’ needs and doesn’t wait to be asked
- Relationship Driven: Genuinely enjoys connecting with others and builds trust quickly
- Customer Focused: Client focused, providing exceptional experience for our potential and existing customers
- Energetic: Approaches tasks with enthusiasm and positively represents the company to customers and co-workers
- Creatively Confident: Takes initiative to create clear, engaging materials and isn’t afraid to share ideas
- Collaborative and Adaptable: Thrives in a fast-paced, evolving environment and works well across departments.
Professional & Educational Background:
- 2 – 5 years in roles such as client success, customer service, sales support, inside sales, marketing coordination, project coordination, or a B2B Environment
- A diploma or degree in Marketing, Communication, Business Administration, or Graphic Design is considered an asset
- Knowledge and understanding of the Transportation industry is considered an asset
Skills & Ability:
- Advance knowledge of Microsoft Suite of programs including PowerPoint
- Advanced knowledge of Adobe Creative Cloud, Canva
- Experience with HubSpot, Salesforce, or other CRMs are an asset
- Experience with MailChimp, Constant Contact or similar, is an asset
Effort & Working Conditions:
- Office Environment
Why Join Us?
- Opportunity to shape client success and operational excellence in a dynamic logistics environment
- Collaborative and supportive team culture with a focus on continuous improvement
- Casual work environment
- Engaging social activities and events throughout the year
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Competitive salary and above-standard benefits with opportunities for professional growth
- Extended health benefits
- Dental care
- Vision care
- Employee Assistance Program
- Life insurance
- RRSP program
Our organization takes the accessibility needs of employees and candidates with disabilities into account during the position summary review process. Employees and candidates are required to notify their Director/Manager/Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will work with the employee to address them.
