Client Experience Specialist – Fulfillment Ops

Paxon; Avon (IN); On-site; USD 53,000 - 90,000; Full time

Benefits offered by this job

Career advancement opportunities

Medical, dental, vision benefits

Life insurance and disability coverage

401K matching

Generous PTO

Educational assistance

Job summary

Paxon is a global logistics provider seeking a Client Service Representative in Avon, IN. You will be the primary contact for client inquiries and manage day-to-day communications between client groups and Radial for fulfillment needs, engaging by email, phone, text, and chat as needed.

Based at the Indianapolis 2 Fulfillment Center, this role requires strong communication, problem-solving, and collaboration with site leadership to resolve issues and improve customer experience.

Qualifications

• Experience in a fulfillment or distribution 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.
• Strong Microsoft Office Suite skills including Word, Excel, Outlook and Teams are required.
• Flexibility to work a non-traditional schedule including extended hours when needed.
• Must be able to hear and understand verbal instructions.
• Must possess the capability to walk or stand for extended periods of time.
• Must be able to climb stairs, to bend, stoop, kneel and grasp products.
• High School diploma or equivalent.

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.
• Resolving root cause analysis both operational and systemic with internal escalation & communication as required.
• Ensures sound business decisions and resolves escalated customer issues in a professional manner.
• Conducts tracking, reporting and making suggestions regarding the current impact of policies and procedures on the customer experience.
• Communicates activity points effectively to site leadership
• Provide exceptional service by assisting customers via phone, email, chat, and text.
• Processes requests, escalations, and other queues correctly and efficiently.
• Manages projects with minimal supervision.
• Follows up on status issues forwarded to other Paxon team to ensure client & customer’s concerns are addressed promptly.
• Solves issues through research (system, in the operation, collaborating with customer and leadership, etc) as much as possible
• Assisting with floor support.
• Maintains a high level of customer knowledge (forecast, product, policies, procedures, promotions, etc).
• May be required to complete other duties as assigned.

Skills

Strong interpersonal and communication

Collaborative approach

Problem-solving ability

Attention to detail

Excellent written and oral comms

Flexibility to non-traditional hours

Hearing and understanding verbal instr

Education

High School diploma or equivalent

Tools

Warehouse Management System (WMS)

Microsoft Office Suite (Word, Excel, Outlook, Teams)

Job description

Paxon is a global logistics provider seeking a Client Service Representative in Avon, IN. You will be the primary contact for client inquiries and manage day-to-day communications between client groups and Radial for fulfillment needs, engaging by email, phone, text, and chat as needed.

Based at the Indianapolis 2 Fulfillment Center, this role requires strong communication, problem-solving, and collaboration with site leadership to resolve issues and improve customer experience.