Client Support Lead

The role

The core responsibilities of this role include:

• The first line of communication for clients, handling inquiries, questions, and requests through various channels like phone, email, and chat.

Shift and additional incentives

Position: Second Shift Client Support Specialist
Shift: 7:00-3:30 pm, Monday-Friday; holidays and weekends as needed
Additional Incentives: There are no further incentives available beyond what has been outlined.

Skills and experience

• Microsoft office
• WMS
• TMS
• Multiclient warehouse and supply chain experience

Assess and proactively address customer needs to build long-term trust and strengthen client relationships
Efficiently resolve complex customer complaints by providing timely, appropriate solutions/alternatives, following through to ensure complete satisfaction.
Build trust and rapport with customers through clear, open, and interactive communication channels.
Serve as the primary point of contact between customers and internal teams, including Warehouse, Transportation, and Operations.
Oversee the accurate processing and input of all customer orders, including special shipping requests and order-related paperwork.
Monitor order statuses and proactively communicate updates to clients.
Partner with operations to verify product availability, track shipments, and ensure seamless delivery.
Run regular reports to audit product availability, identify inventory variances, and execute corrective actions.
Document, maintain, and update a comprehensive procedures manual for all client support processes to ensure team alignment.
Actively contribute to and lead initiatives focused on improving safety, quality, and workplace productivity.
Ensure strict adherence to all food safety and quality guidelines across all daily tasks and workflows.
Maintain cross-functional knowledge across various tasks to provide seamless coverage and team assistance when needed.
Utilize strong logical thinking to analyze complex situations, troubleshoot operational issues, and make sound, data-driven decisions.
Effectively multitask and prioritize high-volume workloads to meet strict deadlines in a fast-paced environment.

Security and safety

• Adheres to all company security and inventory control procedures.
• Maintains a secure work environment and reports any safety or security concerns to management immediately.
• Upholds all warehouse safety and housekeeping standards to ensure a safe workspace for all team members.

Qualifications

• Education: High school diploma or GED required; some college is a plus.
• Experience: 1–;2 years of customer service experience in a third-party logistics (3PL) environment.

Required Skills

• Excellent verbal and written communication skills in English.
• Ability to interact with customers professionally and courteously.
• Basic computer proficiency, including Microsoft Word and Excel.

Preferred

• Experience with inventory management systems.
• Fluency in Spanish.

Physical Requirements

• The role requires standing, sitting, and moving intermittently throughout the workday.
• Must be able to perform focused, detail-oriented work.
• Requires effective sensory, motor, and manual dexterity skills to perform job duties.

Benefits

• Affordable medical, dental, and vision coverage available beginning on your 30thday
• PTO program for all associates, including paid holidays and vacation
• 401(k) with generous company match
• Tuition reimbursement program
• Excellent training and career advancement opportunities