Customer Service Representative II

Customer Service Representative II

The Customer Service Representative II is an expert-level role designed for high-performing professionals who manage the company's most complex or strategic National Accounts. This position involves not only executing daily service tasks but also driving strategic initiatives, analyzing high-level data, and serving as a team lead. The CSR II acts as a subject matter expert, handling escalations that cannot be resolved at the Tier I levels and mentoring junior staff.

Essential Duties and Responsibilities:

• Strategic Account Leadership:
  • Serve as the lead point of contact for National Accounts or large-scale clients, managing complex program rollouts, cross-docking projects, and supply chain integration.
  • Lead Quarterly Business Reviews (QBRs) and strategic planning meetings with key clients to drive satisfaction and retention.
  • Proactively identify risks in the supply chain or service delivery and develop contingency plans to mitigate customer impact.
• Advanced Analysis & Escalation:
  • Handle high-level escalations and critical issues, resolving problems that fall outside standard policies or procedures.
  • Analyze complex data sets to provide actionable insights to leadership and clients regarding inventory trends, cost-to-serve, and service level agreements (SLAs).
  • Monitor and control budgets for assigned customer projects, ensuring cost objectives are met.
• Mentorship & Process Improvement:
  • Serve as a mentor and trainer for Customer Service Representatives I, providing guidance on complex systems and difficult customer interactions.
  • Partner with Business Excellence and Operations to identify process gaps and implement system enhancements (e.g., WMS upgrades, new SOPs).
  • Assist the Customer Service Manager with special projects, team scheduling, and workflow planning.

Required Qualifications:

• High School Diploma or GED required; Bachelor's degree preferred but not required.
• 4+ years of progressive experience in customer service management, logistics coordination, or account management.
• Deep knowledge of warehousing operations, inventory control, and supply chain logistics.
• Demonstrated experience managing complex projects, National Accounts, or serving in a team lead capacity.
• Advanced proficiency in data analysis, reporting tools (Excel, Tableau), and WMS/CRM systems.
• Exceptional leadership, conflict resolution, and strategic thinking capabilities.

Physical Demands:

• Ability to sit, stand, and walk for extended periods.
• Regular use of computer, phone, and office equipment.
• Occasionally lift and move up to 15lbs.

Work Environment:

• This job operates in an office environment with occasional visits to warehouse environments where the employee could be exposed to varying temperatures and a higher level of noise.
• Requires the ability to adapt to a fast-paced, dynamic work environment with shifting priorities.

Travel Requirements:

• Regular travel will be required for project oversight, meetings, and site visits (up to 10% of the time).

Equipment Used:

• Standard office equipment such as computers, printers, phones, and scanners.
• Proficiency with business software including Microsoft Office Suite, CRM systems, and project management tools is essential.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Benefits Offered:

• Medical/Dental/Vision Insurance- First of the month after 30 days of employment
• 401K with company match
• PTO and Holiday eligibility on the date of hire
• Weekly Pay
• Full Grant Tuition & Tuition Reimbursement

Knight-Swift Warehousing & Fulfillment