Customer Support Specialist at Radiant Logistics Inc. in RRR - Woodridge, IL 60517; RRR MKC - Overland Park, KS 66211

Job description

• Overview
• Customer Support Specialist
• Full-Time, Hybrid
• Woodridge, IL & Overland Park, KS
• $45,000 - $55,000 annually
• 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.

Responsibilities

• 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.

Requirements

• 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.
• Familiarity with carrier terminology.
• First-and last-mile delivery service experience.
• High-volume operating environment.
• Expedited shipping experience.
• Ability to manage conflict with professionalism and diplomacy.
• Solid understanding of North American geography.
• Knowledge of transportation and logistics industry trends is a plus.

Skills

Preferred

• Familiarity with carrier terminology
• High-volume operating environment
• Expedited shipping experience

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)
• $45,000.00 - $55,000.00 Salary
• 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.