Customer Service Representative II
Knight-Swift Warehousing & Fulfillment, Mesquite, Texas, United States, 75149
Customer Service Representative II
The Customer Service Representative II is an expert-level role designed for high-performing professionals who manage the company's most complex or strategic National Accounts. This position involves not only executing daily service tasks but also driving strategic initiatives, analyzing high-level data, and serving as a team lead. The CSR II acts as a subject matter expert, handling escalations that cannot be resolved at the Tier I levels and mentoring junior staff. Essential Duties and Responsibilities: Strategic Account Leadership:
Serve as the lead point of contact for National Accounts or large-scale clients, managing complex program rollouts, cross-docking projects, and supply chain integration. Lead Quarterly Business Reviews (QBRs) and strategic planning meetings with key clients to drive satisfaction and retention. Proactively identify risks in the supply chain or service delivery and develop contingency plans to mitigate customer impact.
Advanced Analysis & Escalation:
Handle high-level escalations and critical issues, resolving problems that fall outside standard policies or procedures. Analyze complex data sets to provide actionable insights to leadership and clients regarding inventory trends, cost-to-serve, and service level agreements (SLAs). Monitor and control budgets for assigned customer projects, ensuring cost objectives are met.
Mentorship & Process Improvement:
Serve as a mentor and trainer for Customer Service Representatives I, providing guidance on complex systems and difficult customer interactions. Partner with Business Excellence and Operations to identify process gaps and implement system enhancements (e.g., WMS upgrades, new SOPs). Assist the Customer Service Manager with special projects, team scheduling, and workflow planning.
Required Qualifications: High School Diploma or GED required; Bachelor's degree preferred but not required. 4+ years of progressive experience in customer service management, logistics coordination, or account management. Deep knowledge of warehousing operations, inventory control, and supply chain logistics. Demonstrated experience managing complex projects, National Accounts, or serving in a team lead capacity. Advanced proficiency in data analysis, reporting tools (Excel, Tableau), and WMS/CRM systems. Exceptional leadership, conflict resolution, and strategic thinking capabilities. Physical Demands: Ability to sit, stand, and walk for extended periods. Regular use of computer, phone, and office equipment. Occasionally lift and move up to 15lbs. Work Environment: This job operates in an office environment with occasional visits to warehouse environments where the employee could be exposed to varying temperatures and a higher level of noise. Requires the ability to adapt to a fast-paced, dynamic work environment with shifting priorities. Travel Requirements: Regular travel will be required for project oversight, meetings, and site visits (up to 10% of the time). Equipment Used: Standard office equipment such as computers, printers, phones, and scanners. Proficiency with business software including Microsoft Office Suite, CRM systems, and project management tools is essential. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Benefits Offered: Medical/Dental/Vision Insurance- First of the month after 30 days of employment 401K with company match PTO and Holiday eligibility on the date of hire Weekly Pay Full Grant Tuition & Tuition Reimbursement
The Customer Service Representative II is an expert-level role designed for high-performing professionals who manage the company's most complex or strategic National Accounts. This position involves not only executing daily service tasks but also driving strategic initiatives, analyzing high-level data, and serving as a team lead. The CSR II acts as a subject matter expert, handling escalations that cannot be resolved at the Tier I levels and mentoring junior staff. Essential Duties and Responsibilities: Strategic Account Leadership:
Serve as the lead point of contact for National Accounts or large-scale clients, managing complex program rollouts, cross-docking projects, and supply chain integration. Lead Quarterly Business Reviews (QBRs) and strategic planning meetings with key clients to drive satisfaction and retention. Proactively identify risks in the supply chain or service delivery and develop contingency plans to mitigate customer impact.
Advanced Analysis & Escalation:
Handle high-level escalations and critical issues, resolving problems that fall outside standard policies or procedures. Analyze complex data sets to provide actionable insights to leadership and clients regarding inventory trends, cost-to-serve, and service level agreements (SLAs). Monitor and control budgets for assigned customer projects, ensuring cost objectives are met.
Mentorship & Process Improvement:
Serve as a mentor and trainer for Customer Service Representatives I, providing guidance on complex systems and difficult customer interactions. Partner with Business Excellence and Operations to identify process gaps and implement system enhancements (e.g., WMS upgrades, new SOPs). Assist the Customer Service Manager with special projects, team scheduling, and workflow planning.
Required Qualifications: High School Diploma or GED required; Bachelor's degree preferred but not required. 4+ years of progressive experience in customer service management, logistics coordination, or account management. Deep knowledge of warehousing operations, inventory control, and supply chain logistics. Demonstrated experience managing complex projects, National Accounts, or serving in a team lead capacity. Advanced proficiency in data analysis, reporting tools (Excel, Tableau), and WMS/CRM systems. Exceptional leadership, conflict resolution, and strategic thinking capabilities. Physical Demands: Ability to sit, stand, and walk for extended periods. Regular use of computer, phone, and office equipment. Occasionally lift and move up to 15lbs. Work Environment: This job operates in an office environment with occasional visits to warehouse environments where the employee could be exposed to varying temperatures and a higher level of noise. Requires the ability to adapt to a fast-paced, dynamic work environment with shifting priorities. Travel Requirements: Regular travel will be required for project oversight, meetings, and site visits (up to 10% of the time). Equipment Used: Standard office equipment such as computers, printers, phones, and scanners. Proficiency with business software including Microsoft Office Suite, CRM systems, and project management tools is essential. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Benefits Offered: Medical/Dental/Vision Insurance- First of the month after 30 days of employment 401K with company match PTO and Holiday eligibility on the date of hire Weekly Pay Full Grant Tuition & Tuition Reimbursement