Customer Service Representative - Haslet

ITS Logistics, LLC•Fort Worth, TX

2d•Hybrid

About The Position

We are seeking a detail-oriented and customer-focused Account Specialist to support our growing eCommerce-driven 3PL operations. This role serves as a key liaison between our warehouse operations, clients, and internal stakeholders—including Client Success Managers (CSMs)—ensuring exceptional service delivery, accurate communication, and operational excellence. The ideal candidate thrives in a fast-paced environment, is highly organized, and has experience handling multi-channel communication, billing, KPI tracking, and client account support.

Requirements

2+ years of experience in 3PL, logistics, or supply chain customer service (eCommerce preferred)
Strong client communication experience across multiple channels
Experience with billing, invoicing, or reconciliation
Proficiency in WMS, TMS, ERP, or CRM systems
Excellent communication skills
Strong attention to detail and problem-solving ability
Ability to manage multiple priorities

Nice To Haves

Experience supporting eCommerce brands
Familiarity with KPI reporting
Experience working with Client Success or Account Management teams
Intermediate Excel skills

Responsibilities

Serve as the primary point of contact for assigned client accounts
Communicate professionally via email, phone, ticketing systems, and internal platforms
Partner closely with Client Success Managers (CSMs) to ensure alignment on client expectations and service delivery
Proactively provide updates on orders, inventory, exceptions, and service issues
Resolve client inquiries, escalations, and discrepancies quickly and effectively
Collaborate with warehouse teams to ensure timely order processing, fulfillment, and shipping
Investigate and resolve order issues, inventory discrepancies, and returns
Ensure accurate and timely data entry in Warehouse Management Systems (WMS) and related platforms
Prepare and manage weekly and/or monthly client invoicing
Ensure all billable activities are captured accurately
Reconcile billing discrepancies and respond to client billing inquiries
Work cross-functionally with finance to maintain billing accuracy and timeliness
Track and report on KPIs including order accuracy, on-time shipping, inventory accuracy, and SLA adherence
Assist in generating client-facing reports and performance summaries
Identify trends and escalate potential service risks