Customer Support Specialist

Customer Support Specialist

Full-Time, Hybrid - Woodridge, IL & Overland Park, KS - $45,000 - $55,000 annually

Position Summary

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.

Key Responsibilities

In this position, the Customer Support Specialist is responsible for:

• Customer Relationship Management Serve as the primary point of contact for assigned stations and customers within Radiant's network, providing exceptional service and proactive communication.
• Shipment Management Monitor shipments from initiation to completion, provide timely status updates, and ensure billing, invoicing, and pick-up/delivery details are accurately recorded.
• Problem Resolution Address and resolve shipment issues or delays promptly, keeping customers and internal teams informed throughout.
• Cross-Team Collaboration Partner with operations, sales, and capacity/product/supply teams to ensure smooth account execution and resolve challenges in real time.
• Conflict Management Navigate complex customer interactions with diplomacy and tact, advocating for customer needs while aligning with company priorities.
• Process Improvement Identify opportunities to improve customer service processes and help implement best practices.
• Data Management & Reporting Use internal technology tools to track and report on shipment status, pricing, and customer issues.
• Strategic Account Planning Partner with Radiant stations to transition customer accounts, set clear expectations, and leverage automation to improve efficiency.
• Customer Advocacy Represent the customer's interests within the organization, ensuring their needs are understood and prioritized.

Qualifications & Skills

Education and Experience

• High school diploma required; Associate or Bachelor's degree in Business, Logistics, or International Trade preferred.
• Minimum 1 year of experience in a customer-facing role, preferably in logistics or transportation.

Technical Skills

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Familiarity with Transportation Management Software (e.g., Revenova, SAP, AS400, Salesforce) is a plus.

Core Competencies

• Strong verbal and written communication skills with the ability to interact effectively with internal and external stakeholders.
• Excellent problem-solving and decision-making skills in a fast-paced, team-oriented environment.
• Strong multitasking, attention to detail, and organizational skills.
• Ability to build and maintain positive working relationships across teams.

Preferred Experience

• Familiarity with carrier terminology.
• First-and last-mile delivery service experience.
• High-volume operating environment.
• Expedited shipping experience.

Additional Skills

• Ability to manage conflict with professionalism and diplomacy.
• Solid understanding of North American geography.
• Knowledge of transportation and logistics industry trends is a plus.

Work Schedule

Full-time (minimum of 8 hours per day), with flexibility to complete job duties. Schedule may vary based on customer needs and operational requirements.

Work Environment & Physical Demands

• Primarily in-office with the option to work from home 2 days per week (minimum 3 days per week in a Radiant office). Subject to change as business needs evolve.
• Climate-controlled office with moderate noise levels.
• Regular physical demands: walking, sitting, standing; using hands to handle/feel objects; using fingers for keyboarding; reaching with hands and arms; talking and hearing.

Compensation & Benefits

Compensation

• Base Salary Range: $45,000 $55,000 annually (based on experience and market).
• Starting pay will vary based on education, experience, skills, and demonstrated track record.

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)

About Radiant Road & Rail

Radiant Road & Rail is a wholly owned subsidiary of Radiant Logistics, Inc. (NYSE American: RLGT), 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. Through its comprehensive service offering, Radiant provides domestic and international freight forwarding along with truck and rail brokerage services to a diversified account base including manufacturers, distributors and retailers which it supports from an extensive network of Radiant and agent-owned offices throughout North America and other key markets around the world. Radiant's value-added logistics services include warehouse and distribution, customs brokerage, order fulfillment, inventory management and technology services.

As part of Radiant, you'll join a learning environment in which passion, dedication, and a commitment to getting the job done are valued. That's what being on our team is all about. It's an environment in which you can thrive and gain valuable skills and experience, which also helps Radiant grow. If this sounds like the kind of company you are looking for, we would love to hear from you!

Radiant is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.