Customer Support Specialist
About The Position
The Customer Support Specialist plays a pivotal role in managing relationships with Radiant’s network stations and clients. This position ensures high-quality service execution, maintains long-term relationships, and drives continuous improvement across multiple offices and geographies. The Customer Support Specialist works closely with the operations team to guarantee that service and product expectations are met while creating value for customers. This role operates with a high degree of autonomy, requiring sound independent decision-making in day-to-day duties, and may take on additional responsibilities as business needs evolve.
Requirements
- High school diploma required
- Minimum 1 year of experience in a customer-facing role, preferably in logistics or transportation.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
Nice To Haves
- Associate or Bachelor’s degree in Business, Logistics, or International Trade preferred.
- Familiarity with Transportation Management Software (e.g., Revenova, SAP, AS400, Salesforce) is a plus.
- Familiarity with carrier terminology.
- First-and last-mile delivery service experience.
- High-volume operating environment.
- Expedited shipping experience.
- Ability to manage conflict with professionalism and diplomacy.
- Solid understanding of North American geography.
- Knowledge of transportation and logistics industry trends is a plus.
Responsibilities
- Serve as the primary point of contact for assigned stations and customers within Radiant’s network, providing exceptional service and proactive communication.
- Monitor shipments from initiation to completion, provide timely status updates, and ensure billing, invoicing, and pick-up/delivery details are accurately recorded.
- Address and resolve shipment issues or delays promptly, keeping customers and internal teams informed throughout.
- Partner with operations, sales, and capacity/product/supply teams to ensure smooth account execution and resolve challenges in real time.
- Navigate complex customer interactions with diplomacy and tact, advocating for customer needs while aligning with company priorities.
- Identify opportunities to improve customer service processes and help implement best practices.
- Use internal technology tools to track and report on shipment status, pricing, and customer issues.
- Partner with Radiant stations to transition customer accounts, set clear expectations, and leverage automation to improve efficiency.
- Represent the customer’s interests within the organization, ensuring their needs are understood and prioritized.
Benefits
- Medical, Dental, and Vision insurance for employees and families
- Health Savings Account (HSA) with company contributions
- Flexible Spending Account (FSA)
- Company-paid basic life insurance
- Short-Term and Long-Term Disability insurance
- 401(k) retirement savings plan with 3.5% employer match
- Sick Pay: 80 hours front-loaded annually
- Vacation: 80 hours per year, increasing with tenure
- 8 paid holidays per year
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
