Client Services Representative

At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun.

About the role

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 will interact with clients and site leadership on a daily basis through email, phone calls, text messages, etc.

Responsibilities

• Primary contact for customers related to all operational inquiries, reporting, KPIs, 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.
• Providing exceptional service by assisting 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 the status of issues forwarded to other Radial personnel to ensure that client's/customer's concerns are addressed promptly.
• Solving 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).
• May be required to complete other duties as assigned.

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.
• 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 possess capability to walk or stand for extended periods of time.
• Must be able to lift up to 50 pounds to push or pull carts of up to 100 pounds.
• Must be able to climb stairs, bend, stoop, kneel, and grasp products.

Travel: This position is not remote. Up to 5% travel may be required.

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.

Schedule

Monday to Friday 8:00am - 5:00pm. Must be available to work additional hours as needed.