Client Services Representative

Bertelsmann-Jobs • Pleasant Prairie, WI

1d

About The Position

The Client Services Representative will manage customer accounts, ensuring service level agreements (SLAs) are met. This role involves preparing and maintaining status reports, modifying schedules, and assisting the Account Manager with technical advice and problem-solving. Additionally, the representative will handle order management, inventory updates, and customer support for both international and domestic clients.

Requirements

• At least two years of Customer Service Experience
• At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel required
• High School Diploma or equivalent
• Must display initiative and flexibility to work in a fast-paced, changing environment
• Bachelors Degree
• Microsoft Office experience in PowerPoint and Power BI
• Strong organizational skills
• Solid analytical ability
• Strong verbal and written communication skills

Nice To Haves

• 3PL, Supply Chain, Logistics or similar experience preferred
• Ecommerce experience preferred
• 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 (BOL, PRO, 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

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, pet insurance, and more
• Employee Assistance Program
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training
• Commuter benefits
• Employee engagement activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level