Customer Service Specialist

Position Summary (On-Site Required) The Client Service Specialist is responsible for providing exceptional service and support to customers, carriers, and brokers throughout the shipment process. This position serves as a key point of contact, responding to inquiries, resolving concerns, maintaining accurate records, and ensuring that customer needs are addressed promptly and professionally. The ideal candidate is a self-motivated team player with excellent communication skills, a strong commitment to service, exceptional attention to detail, and the ability to thrive in a fast-paced environment while effectively managing multiple priorities. Essential Duties and Responsibilities Interact with customers, carriers, and brokers by telephone, email, online chat, and in person to provide support and information regarding products and services. Collect, verify, and accurately enter shipment details into the company platform. Respond to questions, concerns, and complaints from customers, carriers, and brokers in a professional and timely manner. Research and resolve customer issues within the scope of the position and escalate matters beyond the representative’s knowledge or authority to the appropriate specialist or staff member. Follow up as needed to ensure appropriate actions are taken and customer concerns are resolved satisfactorily. Maintain accurate customer accounts and records, including documentation of inquiries, complaints, comments, and resolutions. Communicate relevant information clearly and professionally with internal teams and external partners. Perform other related duties and responsibilities as assigned. Required Skills and Abilities Excellent verbal and written communication skills. Strong active-listening and interpersonal skills. Customer service oriented with a professional and positive approach. Ability to effectively identify, address, and resolve customer concerns and grievances. Strong attention to detail and accuracy. Proficient computer skills and the ability to learn and adapt to new software and technology. Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment. Ability to work independently while also functioning effectively as part of a team. Education and Experience High school diploma or equivalent required. Previous customer service experience required. Physical Requirements Ability to sit for prolonged periods while working at a desk and using a computer. Ability to communicate effectively by telephone and electronic communication. Must be able to type 55+ words per minute. Must be able to lift and carry up to 15 pounds occasionally. Ability to perform the essential functions of the position with or without reasonable accommodation. Schedule Monday to Friday Flexible scheduling is a requirement – based on business needs