Client Services Representative

Role Summary

The Client Service Representative (CSR) will serve as a single point of contact for Radial clients. The CSR will serve as the single point of contact and manage day-to-day communications between assigned client groups and Radial for all fulfillment needs and will 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!

Radial is an Equal Opportunity Employer

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing hroperations@radial.com . We will work to assist disabled job seekers whose disability prevents them from being able to apply online.