Location: Cincinnati, OH
Reports to: Director of Revenue Operations
About Relay Express
Relay Express is a Midwest-based same-day logistics and transportation company with over 39 years of experience providing dependable, customer-focused delivery solutions. With seven branch locations and 24/7 live operations, our team prides itself on reliability, responsiveness, and building lasting relationships that keep our customers moving forward.
We’re looking for a Customer Success & Brand Engagement Manager to be the connection point between our customers, operations team, and the Relay Express brand.
This position blends relationship management, communication, and marketing engagement — ensuring every customer touchpoint reflects the professionalism and care that define Relay Express.
The ideal candidate is organized, service-driven, and confident handling multiple priorities — from answering phones and entering customer orders to engaging our community online through marketing and social media initiatives.
Customer Success & Relationship Management - Serve as a primary point of contact for customer inquiries, order entry, and service updates.
- Answer phones and respond promptly and professionally to customer calls and emails.
- Accurately enter and manage delivery orders in our system with attention to detail and follow-through.
- Build and maintain long-term relationships through proactive communication and support.
- Collaborate with operations and dispatch to ensure customer expectations are met and exceeded.
- Track and analyze customer feedback to improve service quality and retention.
Brand Engagement & Marketing - Manage Relay Express’s social media platforms and campaigns to strengthen brand awareness and engagement.
- Develop creative, engaging content that highlights our services, team, and community involvement.
- Partner with leadership to plan and execute marketing initiatives, customer spotlights, and event promotions.
- Monitor engagement metrics and trends to evaluate performance and recommend growth opportunities.
- Uphold brand consistency across all customer and public communications.
Internal Collaboration - Work cross-functionally with sales, operations, and compliance to ensure smooth communication and alignment.
- Support internal culture and communication initiatives, including newsletters and team events.
- Experience in customer success, account management, or marketing communications preferred but not required.
- Strong interpersonal and written communication skills with a professional phone presence.
- Proficiency in Microsoft Office and experience with CRM or order-entry systems preferred.
- Experience with social media management tools and basic content creation (e.g., Canva, Meta Business Suite).
- Excellent organization and multitasking skills with high attention to detail.
- Positive, team-oriented mindset with a passion for service and brand grow
