Customer Experience Specialist

RBW Logistics Corp; Wilmington (DE); On-site; USD 42,000 - 65,000; Full time

Job summary

RBW Logistics Corp is seeking a dedicated professional to act as the main liaison between warehouse teams and customers, ensuring timely communication and issue resolution. You will handle inquiries, prepare business correspondence, and escalate complex issues when needed. The role also covers shipment coordination, invoicing, and inventory support in a fast-paced environment.

Responsibilities

• Serve as the primary liaison between warehouse teams and customers, ensuring clear and timely communication.
• Respond to customer inquiries and resolve issues with professionalism and urgency.
• Write and deliver accurate business correspondence and apply professional telephone communication skills.
• Escalate complex issues to management when necessary, ensuring resolution and customer satisfaction.
• Accurately process inbound and outbound paperwork, ensuring data integrity and timely system updates.
• Schedule and coordinate freight, drayage, and load appointments to meet customer timelines.
• Ensure all special requests are documented and executed according to customer expectations.
• Prepare and issue accurate invoices for receiving, outbound processing, and value-added services.
• Complete month-end billing and ensure all customer accounts are invoiced by the 2nd business day of each month.
• Maintain clean, auditable records and documentation for all transactions.
• Assist with physical inventories and second counts to support 99% inventory accuracy.
• Identify process inefficiencies and support improvements to enhance service and cost-effectiveness.
• Promote and uphold company policies and procedures as outlined in the employee manual.

Job description

Opportunities to Shine and Grow.

More than a role- RBW is where you can build a meaningful career. Whether you’re early in your journey or a seasoned professional, you’ll have opportunities to develop your skills, take on meaningful challenges, and make a difference alongside people who care deeply about the work and each other. Here, your ideas matter, your contributions are recognized, you’re part of a team, and your growth is supported- as we elevate work and enrich lives.

Your Impact

Customer Experience & Communication

• Serve as the primary liaison between warehouse teams and customers, ensuring clear andtimelycommunication.
• Respond to customer inquiries and resolve issues with professionalism and urgency.
• Write and deliveraccuratebusiness correspondence and apply professional telephone communication skills.
• Escalate complex issues to management when necessary, ensuring resolution and customer satisfaction.

Order & Shipment Coordination

• Accurately process inbound and outbound paperwork, ensuring data integrity andtimelysystem updates.
• Schedule and coordinate freight, drayage, and load appointments to meet customer timelines.
• Ensure all special requests are documented and executed according to customer expectations

Billing & Documentation

• Prepare and issueaccurateinvoices for receiving, outbound processing, and value-added services.
• Complete month-end billing and ensure all customer accounts are invoiced by the 2nd business day of each month.
• Maintainclean, auditable records and documentation for all transactions.

Inventory & Process Support

• Assistwith physical inventories and second counts to support 99% inventory accuracy.
• Identifyprocess inefficiencies and support improvements to enhance service and cost-effectiveness.
• Promote and uphold company policies and procedures as outlined in the employee manual.