Client Services Representative

Radial Inc.; Avon (IN); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Competitive benefits package

401K matching after 6 months

Paid time off (PTO)

Job summary

Radial is seeking a Client Service Representative to serve as the primary contact for client inquiries and fulfillment operations. You will manage daily communications between clients and Radial, addressing questions, resolving issues, and supporting site leadership.

You will interact with customers via phone, email, chat, and text, execute requests and escalations, and help drive improvements in customer experience while maintaining strong knowledge of policies, procedures, and product updates.

Qualifications

• Experience in a fulfillment or distribution setting.
• Strong interpersonal and communication skills.
• Experience with Warehouse Management Systems (WMS).
• Knowledge of department processes and SOPs.
• Flexibility to work a non-traditional schedule including extended hours when needed.

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—operational and systemic—with internal escalation and 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 Radial 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.

Skills

Interpersonal communication

Problem solving

Attention to detail

Written and verbal communication

Education

High School diploma or equivalent

Tools

WMS

Microsoft Office

Job description

Client Service 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. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together. We currently have an exciting opening for a Client Service Representative.

Radial is the pre-eminent B2C eCommerce fulfillment solutions provider powering some of the world’s best customer experiences, specializing in tailored, scalable eCommerce fulfillment solutions for mid-market and enterprise brands.

Role Summary:

The Client Service Representative (CSR) will serve as a single point of contact for Radial clients. 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, 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.
• Resolving root cause analysisboth operational and systemic with internal escalation & communication as required.
• Ensures sound business decisions and resolvesescalated 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
• Provideexceptional service by assisting customers via phone, email, chat, and text.
• Processesrequests,escalations, and other queues correctly and efficiently.
• Manages projects with minimal supervision.
• Follows up on status issues forwarded to other Radial teamto 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.
• Maintainsa high level of customer knowledge (forecast, product, policies, procedures, promotions, etc).
• May be required to complete other duties as assigned.

Qualifications:

• Experience in a fulfillment or distribution setting
• Strong interpersonal and communication skillswithin 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.

Travel:

• This position is not remote.
• Up to 5% travel if 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!

Radial is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual’s status in any other group or class protected by applicable federal, state or local law.

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 [e-mail] . We will work to assist disabled job seekers whose disability prevents them from being able to apply online.

Candidates with arrest orconvictionsrecords will be considered for employmentin accordance withthe Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.