Tier 3 Customer Service Specialist

Job Description

Job Description

Role Summary

The Tier 3 Customer Service Specialist serves as a frontline advocate for FragilePak's highest-value customer relationships. This role is built around delivering white-glove service to premier accounts — anticipating needs, providing proactive communication, and ensuring every interaction reflects the level of care these partners expect. When issues arise, the specialist steps in as an advanced escalation resolver, de-escalating high-stakes situations with empathy and professionalism while instilling confidence in our customers and consignees. Success in this position demands a client-first mindset, creative problem-solving, excellent communication skills, and effective teamwork across internal and external partners.

Key Job Functions

• Own the day-to-day service experience for premier client accounts, acting as a trusted point of contact who understands each client's unique expectations, preferences, and service-level requirements.
• Proactively monitor premier account activity to identify and address potential issues before they impact the customer experience.
• Deliver consistent, high-touch communication to premier clients, providing timely updates on order status, delivery milestones, and any service exceptions.
• Serve as the primary point of contact for escalated customer issues, responding to emails and communications promptly and professionally.
• Manage and resolve escalated orders, ensuring consistent and timely communication with customers, consignees, and delivery partners throughout the resolution process.
• De-escalate customers by professionally and empathetically assisting to resolve their issues, turning negative experiences into opportunities to strengthen the relationship.
• Evaluate and coordinate reschedule requests for specific customers; communicate with consignees to ensure solutions are acceptable, and develop alternative solutions when necessary.
• Build deep knowledge of premier client accounts — their business, their customers, and their pain points — to deliver increasingly personalized and anticipatory service.
• Work task and communication lists to ensure no customer interaction or follow-up is missed.
• Develop and maintain strong relationships with customers, delivery partners, and internal teams to facilitate seamless issue resolution.
• Contribute to special projects, reports, and data-driven initiatives as needed by the team.
• Identify opportunities to improve processes and procedures, and communicate recommendations to management.
• Multi-task effectively in a fast-paced environment, maintaining flexibility and a willingness to learn new skills and accept new challenges.
• Assist in fostering a culture that supports the FragilePak way — obsessive customer focus, accountability, and precision.
• Perform other tasks and duties as assigned by management.
  
  

Education & Experience Requirements

• Minimum 3 years of experience in customer service, escalation management, or client relations (logistics/transportation industry preferred).
• Minimum 2 years of demonstrated problem-solving experience in a customer-facing role.
• Experience managing high-value or strategic client accounts preferred.
• Basic to intermediate knowledge of computer software and office systems.
• Ability to thrive in a fast-paced environment while multitasking and keeping focus on the customer.
  
  

Skills & Competencies

• Premier Client Service — Demonstrated ability to deliver high-touch, personalized service to key accounts with a proactive, anticipatory approach.
• Customer Service Excellence — Strong interpersonal and customer service skills with the ability to manage sensitive, high-pressure situations.
• Problem Solving — Analytical and creative problem-solving skills; ability to evaluate multiple solutions and make sound decisions.
• Communication — Strong oral and written communication skills, with the ability to convey empathy and professionalism.
• Organization — Excellent multitasking and organizational skills with strong attention to detail.
• Technical Proficiency — Proficiency in MS Office (Outlook, Excel, Word); ability to learn internal systems quickly.
• Relationship Building — Proven ability to develop and maintain successful interpersonal relationships across teams and with external partners.
• Work Ethic — Strong work ethic with a professional, positive attitude and a team-first mentality.
  
  

Company Description

We operate a centralized National Operations Center and strategically located cross-dock facilities dedicated to our customers. Acting as an extension of our customers’ customer service and supply chain teams, we maintain control, prevent damage, and protect the integrity of every shipment across our network.