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

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