Senior Customer Service & Escalation Specialist

Darling Ingredients; Irving (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Darling Ingredients in Irving, TX seeks a Senior Customer Service Specialist to resolve complex customer issues and support frontline teams. You will coordinate with multiple internal departments to ensure timely, accurate service resolutions and maintain strong customer relationships.

The role emphasizes researching issues, guiding teammates, and documenting interactions in company systems, while upholding safety and regulatory standards.

Qualifications

• 3+ years of customer service, account management, logistics, transportation, dispatch, or related experience.
• Demonstrated success managing complex customer issues and service-related escalations.
• Experience coordinating with multiple departments to resolve customer concerns and achieve service objectives.
• Professionalism, resilience, and adaptability in changing priorities and challenges.
• Proficiency using CRM, ERP, customer management, dispatch, or routing systems.
• Strong organizational skills for a fast-paced environment.
• Excellent verbal and written communication with customers.
• Intermediate proficiency with Outlook, Teams, Word, and Excel.

Responsibilities

• Serve as an advanced customer support resource, managing complex inquiries requiring detailed research and follow-up.
• Act as Tier II escalation point for Specialists, assisting with concerns, service exceptions, account discrepancies, and challenges.
• Coordinate with operations, transportation, equipment, sales, accounting, and other departments to resolve requests.
• Investigate service failures, missed pickups, billing concerns, and equipment issues with internal stakeholders for resolution.
• Process requests including service setup, modifications, equipment orders, and account changes.
• Monitor accounts for recurring issues and communicate trends and solutions to leadership.
• Support onboarding of new customers and service transitions across departments.
• Provide guidance and knowledge-sharing to Specialists on processes and systems.
• Document interactions, requests, updates, and resolutions in company systems as required.
• Build and maintain positive customer relationships through professional communication and problem resolution.
• Assist with department projects, process improvements, reporting, and system testing.
• Adhere to policies, safety requirements, regulatory standards, and service procedures.
• Other duties as assigned

Skills

Customer service

Account management

Cross-functional coordination

CRM systems

Problem solving

Communication skills

MS Office

Attention to detail

Tools

CRM systems

ERP systems

Dispatch systems

Routing systems

Microsoft Outlook

Microsoft Teams

Microsoft Word

Microsoft Excel

Job description

Darling Ingredients in Irving, TX seeks a Senior Customer Service Specialist to resolve complex customer issues and support frontline teams. You will coordinate with multiple internal departments to ensure timely, accurate service resolutions and maintain strong customer relationships.

The role emphasizes researching issues, guiding teammates, and documenting interactions in company systems, while upholding safety and regulatory standards.