Senior Customer Service Specialist

Bakery Feeds, by Darling Ingredients•Irving, TX

7d•Onsite

About The Position

The Senior Customer Service Specialist is an advanced customer support resource within the Customer Engagement Center. The role resolves complex customer issues, supports frontline team members, coordinates cross-functional service activities, and maintains direct responsibility for customer account support and issue resolution. The position works with operations, transportation, equipment, sales, accounting, and other departments to resolve customer requests and service problems. It also supports customer onboarding and service transitions, shares process and system knowledge with Customer Service Specialists, monitors assigned accounts for recurring issues, and contributes to departmental projects and process improvements. The position is based in an office environment. Occasional travel to off-site locations is required. The work may involve exposure to high noise levels, strong odors, varying temperatures, and biohazardous conditions. Physical demands include prolonged sitting and movement throughout office or work locations; frequent stooping, kneeling, crouching, crawling, and climbing or balancing; and occasional lifting or moving of up to 25 pounds.

Requirements

At least 3 years of customer service, account management, logistics, transportation, dispatch, or related experience.
Demonstrated success managing complex customer issues and service-related escalations.
Experience coordinating with multiple departments to resolve customer concerns and achieve service objectives.
Resilience, professionalism, and adaptability when facing changing priorities, difficult conversations, and service-related challenges.
Proficiency using CRM, ERP, customer management, dispatch, or routing systems.
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Excellent verbal and written communication skills, with demonstrated ability to build positive customer relationships.
Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
Ability to identify trends, troubleshoot problems, and develop practical solutions.

Nice To Haves

Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Excellent verbal and written communication skills, with demonstrated ability to build positive customer relationships.
Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
Ability to identify trends, troubleshoot problems, and develop practical solutions.

Responsibilities

Manage complex customer inquiries and service-related issues requiring detailed research and follow-up.
Act as a Tier II escalation point for Customer Service Specialists, assisting with customer concerns, service exceptions, account discrepancies, and operational challenges.
Coordinate with internal departments to facilitate timely and accurate resolution of customer requests.
Investigate service failures, missed pickups, billing concerns, equipment issues, and other customer-impacting situations, working with internal stakeholders to resolve them.
Process customer requests, including service setup, modifications, equipment orders, account changes, and other service-related transactions.
Monitor assigned accounts for recurring issues and communicate trends, concerns, and potential solutions to leadership.
Support new customer onboarding and service transitions by coordinating activities across departments.
Provide Customer Service Specialists with guidance and knowledge-sharing about processes, systems, and company procedures.
Document customer interactions, service requests, account updates, and resolutions in company systems according to established procedures.
Build and maintain positive customer relationships through professional communication, responsiveness, and effective problem resolution.
Assist with departmental projects, process improvement initiatives, reporting activities, and system testing as assigned.
Follow company policies, safety requirements, regulatory standards, and established service procedures.
Perform other duties as assigned.