**Customer Service Specialist**
Integrated3PL
The Customer Service Specialist manages day-to-day customer accounts with a high level of autonomy, ensuring the timely resolution of operational requests and serving as a key liaison between customers, operations, and internal teams within an Integrated 3PL environment.
This role owns complex customer requirements end-to-end, drives service performance monitoring, and proactively resolves operational issues to ensure service levels, CX KPIs, and response metrics are consistently met. The position operates with mínimal supervision and partners closely with the Customer Service Lead to drive account execution, resolve escalations, and maintain strong cross-functional alignment.
**Duties and Responsibilities**:
**Customer Account Management**
- Serve as the primary point of contact for assigned customer accounts.
- Own the end-to-end process from customer request through resolution and reporting of findings to the client.
- Respond to customer inquiries related to orders, order entry, reports, shipments, inventory, customer portal uploads, and service requests in a timely and professional manner.
- Provide proactive updates on order status, operational delays, and issue resolution.
- Build and maintain strong customer relationships through consistent, clear, and solution-oriented communication.
**Operational Execution & Ownership**
- Own daily customer requests end-to-end, driving execution with Operations, Warehouse, and Transportation teams in an agile manner.
- Drive timely resolution of open requests and ensure internal alignment to consistently meet customer response KPIs and service levels.
- Oversee shipment status, order processing, and overall service execution to ensure on-time and accurate delivery.
**Issue Resolution & Escalation Management**




- Own the investigation and resolution of customer issues, including shipment discrepancies, inventory variances, and service delays, in collaboration with the I3PL team.
- Perform root cause analysis and implement corrective actions with internal stakeholders in an agile and solution-driven approach.
- Escalate critical risks with clear impact assessment, mitigation actions, and recommended solutions to the Customer Service Lead when required.
- Own the tracking, documentation, and closure of incidents, claims, and service gaps.
**Data Management & Systems Ownership**
- Own accurate order entry, SKU setup execution, and ASN data validation within ERP and WMS systems.
- Maintain and continuously update customer trackers, request logs, and internal reporting files with high accuracy.
- Ensure integrity and accuracy of customer data, inventory records, and operational documentation.
**Process Improvement & Agile Execution**
- Identify recurring operational bottlenecks impacting service levels and drive corrective actions.
- Proactively recommend and implement process improvements related to communication flow, request tracking, and service execution.
- Drive adoption and consistent execution of SOPs and service workflows within a fast-paced and evolving environment.
**Cross-Functional Leadership & Communication**
- Serve as the key liaison between Customer Service, Operations, and other internal stakeholders, ensuring fast,



clear, and solution-oriented communication.
- Lead and actively contribute to internal meetings related to service performance, open issues, and operational priorities.
- Own the execution of urgent and high-impact customer requests, ensuring rapid response, multitasking across priorities, and timely resolution.
**Job Requirements**:
- Strong written and verbal communication skills, with the ability to communicate clearly with customers and cross-functional teams.
- Proven ability to manage multiple accounts, multitask effectively, and prioritize competing demands under tight deadlines.
- High attention to detail with strong organizational, analytical, and execution skills.
- Solution-oriented mindset with the ability to proactively identify issues, drive resolution, and ensure full closure.
- Ability to operate independently with mínimal supervision, demonstrating ownership and accountability for results.
- Strong customer-focused approach with the ability to perform in a fast-paced, high-growth logistics environment.
- Proficiency in database systems, internet-based platforms, order processing systems, spreadsheet software (Excel), and word processing tools, with the ability to quickly adapt to ERP and WMS platforms.
**Qualifications**
- 2-4 years of experience in Logistics Customer Service, 3PL, or Supply Chain operations.
- Working knowledge of warehouse operations, order processing, and inventory management (preferred).
- Proficiency in Microsoft Office (Excel, Outlook, Word).
- Experience with ERP, WMS, and order management systems (preferred).
- English proficiency required; Spanish bilingual (cross-border operations).
- Valid U.S. Visa required (cross-border operations).
- Own

📌 Customer Service Specialist-3pl (Escolar)
🏢 Integrated 3PL
📍 Escolar