Job Description

Customer Support Specialist

• Job Type: Full-Time (Hybrid)
• Location: Overland Park, KS
• Salary Range: $50,000- $60,000 Annual Salary Range

Position Summary

The Customer Support Specialist serves as a key liaison between Radiant’s network stations, clients, and internal teams. This role is essential in delivering exceptional service, strengthening customer relationships, and ensuring the seamless execution of shipments across multiple locations. Operating with a high degree of autonomy, the Customer Support Specialist will proactively address service challenges, drive process improvements, and advocate for customer success throughout the organization.

Key Responsibilities

Customer Support & Relationship Management

• Manage the full lifecycle of customer shipments from booking to delivery.
• Ensure all details, including billing, pickup, delivery, and status updates, are accurately recorded and communicated.

Issue Resolution & Problem Solving

• Proactively address service issues or delays and provide timely updates to all stakeholders.
• Serve as a trusted partner during escalations, balancing customer needs with operational capabilities.

Cross Functional Collaboration

• Work closely with operations, sales, capacity, and supply chain teams to align service execution with customer expectations.
• Coordinate real-time solutions to overcome service challenges.

Process & Service Optimization

• Identify areas of improvement within customer support workflows.
• Support the development and implementation of best practices and automation enhance efficiency.

Data Tracking & Reporting

• Utilize internal systems to track shipment metrics, monitor performance, and generate reports.
• Ensure accurate documentation of service outcomes, pricing, and issue resolution.

Customer Advocacy

• Represent the voice of the customer internally to ensure their needs are prioritized and addressed effectively.

Qualifications

Education and Experience

• A minimum of 1 year of professional experience in logistics, freight brokerage, and full truckload (FTL) operations is required.
• High school diploma required; Associate or Bachelor’s degree in Business, Logistics, or International Trade is a plus.

Technical Skills

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

Core Competencies

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

Additional Skills

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

Work Schedule

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

Office Environment & Physical Demands

• Climate-controlled office with moderate noise levels.
• Physical requirements include sitting, walking, keyboarding, and occasional reaching.
• Remote-hybrid schedule available after training period.

Key Internal & External Contacts

Following are the key contacts the position deals with on a regular and recurring basis in and outside Radiant:

Internal:

• Customer Service: Support onboarding new accounts and resolve service issues
• Pricing: Coordinate quotes and custom pricing for clients.
• Carrier Procurement: Ensure carrier alignment and service delivery.
• Administration: Assist with account setup and billing issues.

External:

• Customers & Prospects: Identify new business, maintain relationships, provide service updates and quotes.

Featured Benefits

This role is eligible for various benefits including:

• Insurance options for Employees (and their families) include Medical, Dental, Vision, STD & LTD insurance.
• Health Savings Account with company contributions.
• Flexible Spending Account.
• Paid basic life insurance for employees.
• Employees can enroll in a 401(k) retirement savings plan with employer match of 3.5%.
• Sick Pay: 80 hours front-loaded.
• Vacation Pay: 80 hours per year and increases based on tenure with the Company.
• 8 days per year.
• Employee Assistance Program.

Compensation

Salary Range: $50,000 - $60,000 annual salary range. ***

*** Starting pay for this role will vary based on multiple factors, including but not limited to an individual’s education, work experience, skills, and job-related knowledge.

About Radiant

Launched in 2006, Radiant Global Logistics is 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.

Radiant’s network brands and associated strategic operating partners have storied legacies embodying decades of experience and service in the transportation and logistics industry and include Airgroup, Adcom Worldwide, Distribution By Air, SBA Global Logistic Services, as well as the Radiant Brand itself. In all, It's the Network that Delivers!

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.

Compensation details: 50000-60000 Yearly Salary

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