Client Services Representative

Role Summary

The Client Service Representative (CSR) will serve as a single point of contact for Radial clients. The CSR will manage day-to-day communications between assigned client groups and Radial for all fulfillment needs and interact with clients and site leadership on a daily basis through email, phone calls, text messages, etc. as necessary.

Responsibilities

• Primary contact for customers related to all operational inquiries, reporting, KPI’s, etc. in support of the fulfillment Site Director.
• Assisting customers in resolving all questions and issues.
• Trouble resolution root cause both operational and systemic, with internal escalation & communication as required.
• Making sound business decisions and resolving escalated customer issues in a professional manner.
• Tracking, reporting and making suggestions regarding the current impact of policies and procedures on the customer experience. Communicate these points effectively to site leadership.
• Communicating with customers via phone, email, chat, and text.
• Processing requests in customer service, escalation, and other queues correctly and efficiently.
• Managing projects with minimal supervision.
• Following-up on status issues forwarded to other Radial personnel to ensure client & customer's concerns are addressed promptly.
• Solve issues through research (system, in the operation, collaborating with customer and leadership, etc.) as much as possible.
• Assisting with floor support.
• Maintaining a high level of customer knowledge (forecast, product, policies, procedures, promotions, etc.).

Qualifications

• Experience in a warehouse setting.
• Strong interpersonal and communication skills - within the company and with customers.
• Experience with Warehouse Management Systems (WMS); reporting and troubleshooting.
• Knowledge of department processes and SOPs.
• Collaborative approach and excellent problem-solving ability.
• Strong attention to detail and ability to meet deadlines.
• Superior written and oral communication skills, coupled with technical acumen.
• High School diploma or equivalent.
• Strong Microsoft Office Suite skills including Word, Excel, Outlook and Teams are required.
• Flexibility to work a non-traditional schedule on a year-round basis including extended hours.
• Must be able to hear and understand verbal instructions.
• Must be able to lift up to 50 pounds.
• Must be able to climb stairs, to bend, stoop, kneel and grasp products.

Benefits

• Opportunities to develop and explore career advancement.
• Competitive benefits package including medical, dental, vision, paid life insurance and disability, employer HSA funding.
• Family planning coverage, including Fertility & Adoption benefits.
• 401K matching after 6 months with immediate vesting.
• Generous PTO.
• Educational assistance and more!

About Radial

Radial is the pre-eminent B2C eCommerce fulfillment solutions provider powering some of the world’s best customer experiences, specializing in tailored, scalable eCommerce fulfillment solutions for mid-market and enterprise brands. Click Here to Learn More About Radial