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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 :
Experience in a warehouse setting
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.
Strong Microsoft Office Suite skills including Word, Excel, Outlook and Teams are required
Flexibility to work a non-traditional schedule on a year-round basis including extended hours
Must be able to hear and understand verbal instructions
Must possess capability to walk or stand for extended periods of time
Must be able to lift up to 50 pounds to push or pull carts of up to pounds
Must be able to climb stairs, to bend, stoop, kneel and grasp products
Travel :
This position is not remote.
Up to 5% travel may be required.
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
K 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.