Sr. Client Service Specialist

Job Description

Summary

The Client Service Representative is the primary point of contact for client inquiries, orders, and issue resolution. This role requires strong communication and problem-solving skills to manage routine requests while also efficiently handling complex client complaints and logistics issues. Must have some logistics background.

Essential Job Functions

Respond promptly and professionally to all client inquiries, including order processing, general questions, and billing/invoice concerns.

Resolve complex client issues related to orders, delivery dates, or service delivery.

Investigate and resolve client complaints by determining the root cause, selecting and explaining the optimal solution, implementing corrections or adjustments, and following up to ensure complete resolution and client satisfaction.

Document and track consistent problem areas and trends to aid in continuous process improvement.

Perform responses that are predominantly routine but demonstrate the judgment required to deviate from standard procedures when necessary to achieve resolution.

Perform other duties as assigned by management.

Required Skills & Abilities

Exceptional Client Service skills with a strong Quality Focus.

Proven Problem-Solving ability and strong conflict resolution skills.

Excellent Listening and clear communication skills.

Ability to Multi-task and manage priorities effectively in a fast-paced environment.

Proficiency in Documentation Skills and record-keeping.

Knowledge of Freight Forwarding or logistics processes is highly desirable.

Education & Experience

High School Diploma or GED required.

2-4 years of professional experience in a client service, customer support, or similar role.

Professional certification may be required in some specialized areas.

Physical Requirements

The job typically requires extended periods of sitting or standing and routine use of standard office equipment (e.g., computers, phones).

Full-time