Client Success Specialist — E‑Commerce Fulfillment

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

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.