Client Support Lead

Position

Second Shift Client Support Specialist (Shift: 7:00‑3:30 pm, Monday‑Friday; holidays and weekends as needed)

First line of communication for clients, handling inquiries, questions, and requests through various channels such as phone, email, and chat.

• Assess and proactively address customer needs to build long‑term trust and strengthen client relationships.
• Efficiently resolve complex customer complaints by providing timely, appropriate solutions and following through to ensure complete satisfaction.
• Build trust and rapport with customers through clear, open, and interactive communication channels.
• Serve as the primary point of contact between customers and internal teams, including Warehouse, Transportation, and Operations.
• Oversee the accurate processing and input of all customer orders, including special shipping requests and order‑related paperwork.
• Monitor order statuses and proactively communicate updates to clients; partner with operations to verify product availability, track shipments, and ensure seamless delivery.
• Run regular reports to audit product availability, identify inventory variances, and execute corrective actions.
• Document, maintain, and update a comprehensive procedures manual for all client support processes to ensure team alignment.
• Actively contribute to and lead initiatives focused on improving safety, quality, and workplace productivity.
• Ensure strict adherence to all food safety and quality guidelines across all daily tasks and workflows.
• Maintain cross‑functional knowledge across various tasks to provide seamless coverage and team assistance when needed.
• Utilize strong logical thinking to analyze complex situations, troubleshoot operational issues, and make sound, data‑driven decisions.
• Effectively multitask and prioritize high‑volume workloads to meet strict deadlines in a fast‑paced environment.

• Adheres to all company security and inventory control procedures.
• Maintains a secure work environment and reports any safety or security concerns to management immediately.
• Upholds all warehouse safety and housekeeping standards to ensure a safe workspace for all team members.

• Education:
  
  High school diploma or GED required; some college is a plus.
• Experience:
  
  1–2 years of customer service experience in a third‑party logistics (3PL) environment.

• Excellent verbal and written communication skills in English.
• Ability to interact with customers professionally and courteously.
• Basic computer proficiency, including Microsoft Word and Excel.
• Preferred:
  Experience with inventory management systems and/or fluency in Spanish.

• Role requires standing, sitting, and moving intermittently throughout the workday.
• Must be able to perform focused, detail‑oriented work.
• Requires effective sensory, motor, and manual dexterity skills to perform job duties.

• Affordable medical, dental, and vision coverage available beginning on your 30th day.
• PTO program for all associates, including paid holidays and vacation.
• 401(k) with generous company match.
• Tuition reimbursement program.
• Excellent training and career advancement opportunities.