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Jobs · Customer Service · Texas

Customer Service Representative - Haslet

ITS Logistics · Haslet, TX · 2 wk ago
On-siteCustomer Service$24/hrFull-time

The Position

We are seeking a detail-oriented and customer-focused Account Specialist to support our growing eCommerce-driven 3PL operations. This role serves as a key liaison between our warehouse operations, clients, and internal stakeholders—including Client Success Managers (CSMs)—ensuring exceptional service delivery, accurate communication, and operational excellence.

Primary Duties

  • Client Communication & Support
    • Serve as the primary point of contact for assigned client accounts
      • Communicate professionally via email, phone, ticketing systems, and internal platforms
      • Partner closely with Client Success Managers (CSMs) to ensure alignment on client expectations and service delivery
      • Proactively provide updates on orders, inventory, exceptions, and service issues
      • Resolve client inquiries, escalations, and discrepancies quickly and effectively
    • Operations Coordination
      • Collaborate with warehouse teams to ensure timely order processing, fulfillment, and shipping
        • Investigate and resolve order issues, inventory discrepancies, and returns
        • Ensure accurate and timely data entry in Warehouse Management Systems (WMS) and related platforms
      • Billing & Invoicing
        • Prepare and manage weekly and/or monthly client invoicing
          • Ensure all billable activities are captured accurately
          • Reconcile billing discrepancies and respond to client billing inquiries
          • Work cross-functionally with finance to maintain billing accuracy and timeliness
        • KPI Tracking & Reporting
          • Track and report on KPIs including order accuracy, on-time shipping, inventory accuracy, and SLA adherence
            • Aid in generating client-facing reports and performance summaries
            • Identify trends and escalate potential service risks

        Position Requirements

        • Required
          • 2+ years of experience in 3PL, logistics, or supply chain customer service (eCommerce preferred)
            • Strong client communication experience across multiple channels
            • Experience with billing, invoicing, or reconciliation
            • Proficiency in WMS, TMS, ERP, or CRM systems
            • Excellent communication skills
            • Strong attention to detail and problem-solving ability
            • Ability to manage multiple priorities
          • Preferred
            • Experience supporting eCommerce brands
              • Familiarity with KPI reporting
              • Experience working with Client Success or Account Management teams
              • Intermediate Excel skills

          Key Competencies

          • Customer-focused mindset
          • Strong organizational skills
          • Analytical problem-solving
          • Relationship building
          • Adaptability in a fast-paced environment

          What Success Looks Like

          • Timely, accurate client communication
          • Accurate, on-time billing
          • KPIs maintained within SLA targets
          • Strong collaboration between teams

          Work Environment

          • Fast-paced warehouse/office hybrid
            • Regular interaction with operations and clients
            • Occasional schedule flexibility required

            Pay

            $24 an Hour

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