Job Description

Client Success Representative - 3PL

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 Services 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. Click Here to Learn More About Radial

Role Summary:

The Client Success Representative (CSR) will serve as a single point of contact for Radial clients. The CSR will serve as the single point of contact and 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.

The position will work onsite in Allentown, PA and may travel up to 15+% to Mississauga, ON & Rialto, PA for the account.

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.
• Trouble resolution root cause both operational and systemic, with internal escalation & communication as required.
• Making sound business decisions and resolving escalated customer issues in a professional manner.
• Tracking, reporting and making suggestions regarding the current impact of policies and procedures on the customer experience. Communicate these points effectively to site leadership
• Providing exceptional service by assisting customers via phone, email, chat, and text.
• Processing requests in customer service, escalation, and other queues correctly and efficiently.
• Managing projects with minimal supervision.
• Following up on status of issues forwarded to other Radial personnel to ensure that client's/customer's concerns are addressed promptly. Solve issues through research (system, in the operation, collaborating with customer and leadership, etc) as much as possible
• Assisting with floor support.
• Maintaining a high level of customer knowledge (forecast, product, policies, procedures, promotions, etc).
• May be required to complete other duties as assigned.

Qualifications:

• 3PL, Fulfillment or Supply Chain experience supporting clients is highly preferred
• Experience in a fulfillment or distribution environment
• Strong interpersonal and communication skills - within 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
• High School diploma or equivalent is required.
• Strong MS Office in Word, Excel and Outlook required. Smartsheet is preferred.
• Flexibility to work a non-traditional schedule on a year-round basis, including extended hours
• Must be able to hear and understand verbal instructions

Travel:

• Up to 15-20% travel will sometimes be required to Mississauga, ON and Rialto, CA

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

Want to join an organization with an inclusive work culture? No need to look any further. Apply now!

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