Client Escalation Specialist

Job Description

Role & responsibilities Department: Customer Service / Logistics Operations Job Type: Full-time Job Summary: We are seeking a Client Escalation Specialist with a strong background in customer service and third-party logistics (3PL) to handle and resolve escalations related to first-mile and last-mile delivery issues. The ideal candidate should be adept at customer query resolution, possess excellent communication skills, and be proficient in Microsoft Excel for data analysis and reporting. Key Responsibilities: • Handle customer escalations related to first-mile and last-mile delivery challenges and provide swift resolution. • Act as a liaison between clients, carriers, and internal teams to resolve disputes and improve service efficiency. • Investigate, track, and analyze delivery failures, delays, and service issues to identify root causes. • Use Excel and data analytics tools to generate reports, track key performance indicators (KPIs), and provide actionable insights. • Work closely with warehouse, dispatch, and courier partners to ensure smooth end-to-end delivery operations. • Proactively communicate service disruptions, delays, and resolution timelines to clients and stakeholders. • Develop and implement service improvement strategies to enhance the customer experience. • Ensure SLA (Service Level Agreement) adherence and coordinate escalations to higher management when necessary. • Maintain accurate records of escalations, resolutions, and service feedback for process enhancement. Key Requirements: • 2-5 years of experience in customer service, logistics, or supply chain management, preferably in a 3PL environment. • Strong understanding of first-mile and last-mile operations in logistics and e-commerce. • Proficiency in Excel (VLOOKUP, Pivot Tables, Data Analysis, etc.). • Excellent problem-solving skills with the ability to work under pressure. • Strong verbal and written communication skills to manage client relationships effectively. • Experience in handling customer escalations and dispute resolution. • Ability to collaborate with cross-functional teams to drive service improvements. • Knowledge of logistics management software and CRM tools is a plus.