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Who We Are: Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. Who We Want: As the Director of Client Success for Arrive Fresh, you will assume a critical leadership role in driving the performance, operational strategy, and growth of our produce and floral division. We are seeking a highly experienced, solutions-oriented leader who combines deep expertise in perishable cold-chain logistics with a proven ability to scale brokerage operations. In this position, you will lead by example, mentoring a team and helping build out strategic, long-term relationships with premier fresh shippers to accelerate business growth. Your ability to navigate complex market cycles and champion operational change will build immediate credibility and elevate our specialized delivery services.
Job Responsibility
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
Requirements
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
What we offer
Medical, dental, vision, life, disability, and supplemental coverage
Matching 401(k) program
Employee Resource Groups
Office wide engagement activities, team events, happy hours and more
Casual dress code
Free on-site parking
Fully stocked coffee bar, Broker’s Brew
Onsite gym
Free counseling sessions through our Employee Assistance Program
Company paid holidays, paid vacation time and wellness days
100% paid parental leave when you become a new parent