Customer Relations Specialist

Job Description

Job Description

The Customer Relations Specialist is the primary point of contact for assigned client accounts in a 3PL environment. You’ll ensure accurate communication, timely issue resolution, and high customer satisfaction across order fulfillment, shipping, inventory, and account activity. This role works closely with the warehouse, inventory, and transportation teams to maintain strong service levels and consistently meet client expectations.

**What You’ll Do

**

• Serve as the main contact for assigned client accounts and build strong working relationships.

• Respond to customer inquiries about orders, inventory, shipments, and service requests with professionalism and urgency.

• Partner with warehouse, inventory control, and shipping teams to resolve discrepancies and service issues.

• Monitor order flow and proactively communicate delays, risks, or changes to clients.

• Enter and maintain accurate information in ERP/WMS/CRM systems.

• Support onboarding of new clients by gathering key details, documenting processes, and assisting with implementation.

• Track and report service metrics (order accuracy, response times, issue resolution).

• Investigate and document complaints, shortages, damages, and shipping errors, and resolve them.

• Maintain organized records of client communications, service agreements, and procedures.

• Participate in client check-ins, account reviews, and service meetings as needed.

• Contribute to continuous improvement efforts to enhance customer experience and operational efficiency.

**What We’re Looking For

**

• **Education:

  ** High school diploma or equivalent required; associate or bachelor’s degree preferred (business, logistics, or related field).

• **Experience:

  **- **3PL experience required

  **

  • 2+ years in customer service, logistics coordination, account support, or similar preferred

  • Warehouse/distribution experience strongly preferred

• **Skills:

  **- Strong written and verbal communication

  • Excellent organization, follow-through, and attention to detail

  • Able to manage multiple priorities in a fast-paced environment

  • Confident problem-solver with a customer-first mindset

  • Proficiency in Microsoft Office (Excel, Outlook, Word)

  • Experience with Extensiv or other WMS tools highly preferred

  • Works well independently and collaboratively across teams

**Work Environment

**

• Office setting within or adjacent to a warehouse environment

• Frequent interaction with customers, warehouse staff, drivers, and operations team

• Warehouse noise levels may be moderate to high

**Physical Requirements

**

• Ability to sit for extended periods while working at a computer

• Ability to walk the warehouse floor as needed to investigate orders or inventory

• Ability to lift up to 50 lbs occasionally (as needed for verification/inspection)

• Ability to bend, reach, and stand