Knight-Swift Warehousing & Fulfillment · 7 hours ago
Customer Service Representative II
Mesquite, TX, US
Full-time
Onsite
Mid, Senior Level
$45K/yr - $53K/yr
4+ years expKnight-Swift Warehousing & Fulfillment is seeking a Customer Service Representative II to manage complex National Accounts and drive strategic initiatives. The role involves leading service tasks, handling escalations, and mentoring junior staff while analyzing data to provide insights for client satisfaction and retention.
Transportation/Trucking/Railroad
Responsibilities
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
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
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
Qualification
Required
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
Benefits
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
Company
Knight-Swift Warehousing & Fulfillment
Knight-Swift Warehouse & Fulfillment (KSWF) is a full-service supply chain and logistics provider (3PL) with a national presence.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase