Client Services Representative

Bertelsmann-Jobs • Louisville, KY

4d

About The Position

The Client Services Representative manages customer accounts and helps ensure service level agreements are met. The role supports the Account Manager with status reporting, schedule changes, technical advice, and problem-solving, while handling order management, inventory updates, and customer support for domestic and international clients. It also includes shipment tracking and documentation, exception handling, appointment coordination, system updates, and following client routing guides and standard operating procedures.

Requirements

• At least two years of customer service experience.
• At least two years using Microsoft Office.
• Intermediate to advanced Excel experience.
• High school diploma or equivalent.
• Initiative and flexibility to work in a fast-paced, changing environment.
• Strong organizational skills.
• Solid analytical ability.
• Strong verbal and written communication skills.

Nice To Haves

• Bachelor's degree.
• Microsoft Office experience in PowerPoint and Power BI.
• 3PL, supply chain, logistics, or similar experience.
• E-commerce experience.
• SAP knowledge.
• Project management experience.

Responsibilities

• Support end-to-end shipment tracking and follow established SOPs.
• Monitor shipments using dashboards and identify open or aging items.
• Classify delivery exceptions and follow defined resolution processes.
• Assist with appointment scheduling and updates.
• Communicate with carriers using approved templates.
• Maintain and retrieve shipment documentation, including BOL, PRO, and POD.
• Compile required documentation for cases and escalations with guidance.
• Perform basic data checks for shipment accuracy.
• Update systems with shipment status and notes.
• Document case activity with clear next steps and ownership.
• Capture initial details for shortages, damages, or discrepancies (OS&D).
• Follow SOPs for returns, refusals, and reconsignment requests.
• Recognize standard accessorial types.
• Provide updates to internal stakeholders when requested.
• Follow routing guides and SOPs for all clients.
• Escalate issues according to defined processes.
• Prepare and maintain status reports, modify schedules, and assist the Account Manager with technical advice and problem-solving.
• Manage customer accounts, order management, inventory updates, and customer support for international and domestic clients.

Benefits

• 401(k) with company matching up to 6%.
• Paid time off, including paid holidays.
• Flexible Spending Accounts.
• Voluntary benefits such as legal and financial assistance and pet insurance.
• Employee Assistance Program.
• Employee development opportunities, including tuition reimbursement, scholarships, and training.
• Commuter benefits.
• Employee engagement activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED