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Rakuten Super Logistics Senior Client Service Representative in Las Vegas, Nevada

We are seeking a highly motivated, dedicated Senior Service Representative to join our close-knit team. Reporting directly to the Services Manager, this person must possess excellent written and verbal skills and the ability to manage client inquiries. The Senior Services Representative will also function within a matrix-organization and support an RSL Partnership Manager on leading Client Success Teams engaged in managing a portfolio of client accounts. Certain responsibilities included being involved in special projects, resolving issues, and ensuring a top-notch client experience in through fulfillment services.

  • Exhibits exceptional strategic and organizational skills

  • Strong comprehension of the E-commerce and 3PL space

  • Thrives at problem diagnosis as much as solution offering

  • Exceptional communication skills with senior to executive level management, across functions

  • Excellent competence in using CRM, OMS and WMS tools

An RSL Senior Service Representative may serve as the first point-of-contact or as an escalation level to respond to in-bound client telephone and/or e-mail inquiries regarding services, order status, and other general questions. He/she will also support more complex client related opportunities for partnership growth, as well as challenges to solve in a timely and proactive manner. The Senior Service Representative is responsible for case management, status updates, and problem-resolution to clients, internal RSL stakeholders, and the RSL National Services Manager. Engages collaboratively with Sales, Operations, IT and throughout the Client Life Cycle process.

Requirements

  • Lead Onboarding – E-commerce shopping cart integration

  • Resolve client cases and serve as an escalation point for more complex case resolution

  • Expert in RSL business as they relate to the E-commerce ecosystem

  • Teach and engage clients on RSL business policies and procedures

  • Develop relationships with client’s team for day-to-day engagement

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