Customer Service Specialist

Customer Service Specialist Opportunity

Kelly Services is seeking an experienced Customer Service Specialist in Romeoville, IL. Experience in the transportation industry is preferred. A Bachelor's degree in business, logistics, supply chain, or management is also preferred. This is a contract to hire opportunity, meaning you will get hired directly after 3-4 months, depending on your performance and attendance. Our client is rapidly growing and offers advancement opportunities to help build your career and skillset. They offer a culture that is second to none, where you will immediately feel like part of this company. They are a company that values its employees, provides training, support, and tools to continuously grow skill set, ability, and success. Our client offers an excellent training program, with an excellent internal promotion rate.

Available shifts and pay : Mon-Fri, 9am-5 : 30pm, paying $22.31 / hr.

Job Summary

The Client Management Specialist acts as the primary day-to-day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, electronic commerce providers, etc. The Client Management Specialist I will act as the primary liaison between customers, warehouses, and carriers. You will successfully manage the supply chain needs of multiple customers; provide industry-leading customer service and ensure superior and expeditious execution of customer requirements. This role includes significant customer interface responsibilities. Once the on-boarding of these customers has occurred, the Client Management Specialist will assist with order creation, monitor, and report order acceptance, order processing / updates, maintain inventory integrity, and manage accessorial charges by the use of various transportation management systems. The Client Management Specialist I reports to the Manager, Account Management.

Responsibilities

Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner. Assess customer needs and act as the point person in developing and managing accounts specifications and procedures that will ensure quality, efficiency, and profitability. Pro-actively manage daily order level data; recommend improvement and implement changes. Receive, analyze, and respond to a high volume of communication each day. Manage the order process flow to contract specifications. Ensure optimal delivery performance by selecting the best carrier and managing the tracking process. Maintain inventory accuracy. Perform inventory audits, record results and measure trends. Manage, monitor, and report order acceptance, order maintenance and accessorial management by email, phone, and use of various transportation management systems. Offer alternative transportation solutions as necessary by analyzing internal and external account metrics. Manage assigned customer accounts to ensure they receive the best product at the lowest possible cost; maximize margin, network efficiency and On-Time Performance (OTP) Determine which accessorial charges can be billed and follow company process to successful conclusion, minimizing disputes, assisting in collections, and working with Account Managers on solutions to reduce accessorial charges. Communicate with shipper and consignee contacts regarding exception notification and problem resolution. Maximize profitability and reduce customer cost exposure by working with Operations to properly manage assets such as container pools. Maintain quality service by monitoring standards, advising supervisor of potential problems. Work with Manager, Account Management and Operations Group to address and resolve single load concerns in a timely manner. Duties, responsibilities, and activities may be assigned or changed from time to time.

Requirements

Bachelor's degree in business, logistics, supply chain, or management preferred. Experience in the transportation industry preferred. Experience with EDI processes, Web Tender Portals, and other applicable forms of electronic communication preferred. Proficiency with Microsoft Office applications, with emphasis on Outlook, Excel, Word. Highly effective communication, both verbal and written. Attention to detail, organizational skills, and customer focused. Excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations. Strong talent for multi-tasking and managing competing priorities effectively. Able to identify and assess customers' needs, and to craft compelling solutions. Self-directed, yet strong team player. Minimal travel may be required.

Perks

Job stability Working for a company that values its employees, provides training, support, and tools to continuously grow skill set, ability, and success Lots of room to grow

Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities.