Customer Service Specialist
CUSTOMER SERVICE SPECIALIST
1Nito Tower, Lahug, Cebu City, PhilippinesEmployment Type: Full-time (Onsite)
Schedule: Night Shift, Monday to Friday (10:00 PM–07:00 AM)
Job Overview
The Customer Service Specialist is responsible for delivering exceptional service to the customers of Radiant Road and Rail while serving as a dedicated support resource for the Account Management team. This role is a critical component of the Brokerage Operations department and requires a high level of accuracy, attention to detail, and the ability to operate with urgency in a fast-paced environment.
Core responsibilities will remain consistent daily; however, duties may evolve in response to changing business demands and customer needs.
Key Responsibilities- Act as a dedicated support partner to assigned Account Managers, Strategic Account Managers, or designated teams, ensuring seamless execution of customer service and operational needs.
- Maintain consistent communication with customers throughout the lifecycle of each shipment, providing timely updates on both routine progress and any service disruptions.
- Distribute daily updates and reports as required.
- Utilize customer portals and systems to obtain, verify, and manage shipment-related information.
- Proactively identify, communicate, and manage shipment issues, maintaining ownership until full resolution is achieved.
- Coordinate and execute shipment rescheduling as necessary to meet customer requirements and operational constraints.
- Identify opportunities for process improvement within the Customer Service function, contributing to enhanced problem-solving and issue resolution.
- Communicate significant issues, risks, and trends to Operations and Account Management teams to ensure alignment and informed decision-making.
- Develop and maintain a comprehensive understanding of each customer’s needs, ensuring company services are aligned to deliver maximum value.
- Other duties and assignments as required.
- High school diploma or equivalent required; associate or bachelor’s degree is an advantage.
- Experience in the transportation or logistics industry is preferred.
- Truckload brokerage experience is considered an asset.
- Working knowledge of North American geography is required.
- Proficiency in Microsoft Office applications (Outlook, Excel, Word, and PowerPoint).
- Familiarity with Transportation Management Systems (TMS) is preferred.
- Experience using load boards is considered an asset.
- Strong commitment to delivering timely and high-quality customer service to internal and external stakeholders.
- Excellent interpersonal and communication skills, with the ability to convey information clearly and professionally in both verbal and written formats.
- Strong problem-solving and decision-making skills with the ability to work in a team environment.
- Highly organized with the ability to manage multiple tasks and priorities simultaneously.
- Ability to work effectively in a fast-paced, high-volume environment.
- High level of accuracy and strong attention to detail.
- Demonstrates professionalism, teamwork, and mutual respect in all interactions.
- Ability to communicate clearly and effectively with internal teams and external partners.
ABOUT RADIANT
Launched in 2006, Radiant Global Logistics is a publicly traded, third party logistics company providing technology-enabled global transportation and value-added logistics solutions primarily to customers based in the United States and Canada.We service a large and diversified account base across a range of industries and geographies, which is supported from an extensive network of operating locations across North America as well as an integrated international service partner network located in other key markets around the globe.
The Company provides these services through a multi-brand network, which includes over 100 operating locations. Included in these operating locations are a number of independent agents, who are also referred to as “strategic operating partners,” that operate exclusively on the Company's behalf, and approximately 25 Company-owned offices.As a third-party logistics company, the Company has a vast carrier network of asset-based transportation companies, including motor carriers, railroads, airlines and ocean lines in its carrier network.
Radiant’s network brands and associated strategic operating partners have storied legacies embodying decades of experience and service in the transportation and logistics industry and include Airgroup®, Adcom WorldwideTM, Distribution By Air (DBA)TM, Service by Air®, Navegate®, and Centrade Brands well as the Radiant® Brand.In all, It's the Network that Delivers! ®