Client Support Specialist Job at Red Stag Fulfillment
About the Company:
At Red Stag Fulfillment, we understand our team members are our most important asset. We have grown into one of America’s best order fulfillment companies by building a team of people who are eager to be a part of our growth. To make this happen, our team members show up and give their all every day. Our core values are of paramount importance and inform and guide all our decisions.
Here at Red Stag:
Overview:
Responsibilities:
Red Stag Fulfillment is a logistics and fulfillment organization built to enable companies to grow and scale their businesses. Headquartered in Knoxville, Tennessee, Red Stag was born out of eCommerce with one mission: to enable our clients to grow their business by redefining the 3PL experience for both clients and employees. By leveraging technology to ensure accurate, reliable, secure, and fast shipping, we have quickly established ourselves as a world-class fulfillment and logistics company.
At Red Stag Fulfillment, we understand our team members are our most important asset. We have grown into one of America’s best order fulfillment companies by building a team of people who are eager to be a part of our growth. To make this happen, our team members show up and give their all every day. Our core values are of paramount importance and inform and guide all our decisions.
Here at Red Stag:
- We act like we own it.
- We sweat the small stuff.
- We have positive attitudes.
- We treat everyone with dignity and respect.
- We always seek to improve.
You are the One we are looking for if:
- You have a positive, flexible outlook.
- You thrive in a team-oriented environment.
- You strive for perfection over speed. You enjoy going home each day with a sense of pride with your job well-done.
- You describe yourself as levelheaded and thrive in stressful situations.
- You are looking for opportunity to grow!
We are a growing company in a booming industry. We’re actively looking for people to train for advancement to grow with us.
The core mission of the
Client Support Specialist to regularly communicate with clients, answer questions, and troubleshoot and resolve issues while providing extraordinary customer service. The Client Support Specialist will primarily be working within a ticketing system to assist clients in their daily operations (questions, concerns, modifications, and special requests) while also coordinating and communicating with carriers and each client’s designated Account Manager.
Responsibilities:
- Working within our ticketing system to assist clients with daily operations.
- Handle requests for re-routes, address changes, and other order modifications, shipping claims, shipment tracking, return label requests, and any other transactional requests from Red Stag Fulfillment’s clients through TeamSupport.
- Serve as the first line of response to most tickets (initial response will include acknowledging to the client we have received the request while assigning the ticket to the appropriate contacts(s). Consistent, accurate, and timely communication with clients is paramount to this role.
- Work with cross-functional internal teams (including account management, operations, and accounting) to improve the entire client experience.
- Ensure timely and successful delivery of our solutions according to customer needs and objectives (based upon the RSF 3-hour Service Level Agreement).
- Clearly and consistently communicate the progress of all ongoing issues/tickets related to clients via our ticketing system.
- Communicate with carriers (FedEx/USS/UPS) to initiate call tags, reroutes, tracers, and claims.
- Create return labels on carrier websites (primarily FedEx).
- Track and record all reverse logistics cases for reporting/accounting purposes.
- Assist with challenging client requests or issue escalations as needed by communicating with and assigning tickets to the appropriate cross-functional internal teams.
- Suggest areas of improvement for operations, sales, marketing, and customer service based on client feedback.
- Experience in fulfillment or eCommerce.
- Ability to communicate clearly and effectively to key stakeholders at all levels of an organization.
- Comfortable with learning how to use new technology as well as teach it to others after having a basic understanding.
- Ability to juggle multiple tasks at one time while maintaining sharp attention to detail.
- Excellent verbal and written communication skills.
Remote Work: Yes
Shift(s): Day
FLSA Exemption Status: Salaried (Exempt)
Travel Requirement: Minimal
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