Customer Service Representative - Haslet

Are you ready to unleash your potential and be a part of one of the fastest growing, exciting, logistics companies in the US? ITS Logistics is a premier Third-Party Logistics company that provides creative supply chain solutions. With the highest level of service, unmatched industry experience and work ethic, and a laser focus on innovation and technology–our purpose is to improve the quality of life by delivering excellence in everything we do.

At ITS, we invest in your personal and professional growth, providing the tools, resources, and support you need to unleash your full potential, collaborate with like-minded teammates, and seize limitless opportunities. By joining our all-star team, you will be part of an organization that values your unique skills, encourages your drive for excellence, and recognizes your unwavering commitment to achieving our shared goals.

We empower our team members to become champions in their respective fields by nurturing a culture of collaboration, competition, and unyielding resilience. We believe that together, we can conquer any challenge and achieve remarkable victories.

Want to learn more about ITS Logistics? Check out our website! www.its4logistics.com

The Position:

We are seeking a detail-oriented and customer-focused Account Specialist to support our growing eCommerce-driven 3PL operations. This role serves as a key liaison between our warehouse operations, clients, and internal stakeholders—including Client Success Managers (CSMs)—ensuring exceptional service delivery, accurate communication, and operational excellence.

The ideal candidate thrives in a fast-paced environment, is highly organized, and has experience handling multi-channel communication, billing, KPI tracking, and client account support.

Primary Duties:

Client Communication & Support

• Serve as the primary point of contact for assigned client accounts
• Communicate professionally via email, phone, ticketing systems, and internal platforms
• Partner closely with Client Success Managers (CSMs) to ensure alignment on client expectations and service delivery
• Proactively provide updates on orders, inventory, exceptions, and service issues
• Resolve client inquiries, escalations, and discrepancies quickly and effectively

• Collaborate with warehouse teams to ensure timely order processing, fulfillment, and shipping
• Investigate and resolve order issues, inventory discrepancies, and returns
• Ensure accurate and timely data entry in Warehouse Management Systems (WMS) and related platforms

• Prepare and manage weekly and/or monthly client invoicing
• Ensure all billable activities are captured accurately
• Reconcile billing discrepancies and respond to client billing inquiries
• Work cross-functionally with finance to maintain billing accuracy and timeliness

• Track and report on KPIs including order accuracy, on-time shipping, inventory accuracy, and SLA adherence
• Assist in generating client-facing reports and performance summaries
• Identify trends and escalate potential service risks

Position Requirements

The ideal candidate will possess a demonstrated record of accomplishment in transportation industry and be accustomed to working in a fast paced, high volume environment.

Additional requirements include:

Required

• 2+ years of experience in 3PL, logistics, or supply chain customer service (eCommerce preferred)
• Strong client communication experience across multiple channels
• Experience with billing, invoicing, or reconciliation
• Proficiency in WMS, TMS, ERP, or CRM systems
• Excellent communication skills
• Strong attention to detail and problem-solving ability
• Ability to manage multiple priorities

• Experience supporting eCommerce brands
• Familiarity with KPI reporting
• Experience working with Client Success or Account Management teams
• Intermediate Excel skills

• Customer-focused mindset
• Strong organizational skills
• Analytical problem-solving
• Relationship building
• Adaptability in a fast-paced environment

• Timely, accurate client communication
• Accurate, on-time billing
• KPIs maintained within SLA targets
• Strong collaboration between teams

• Fast-paced warehouse/office hybrid
• Regular interaction with operations and clients
• Occasional schedule flexibility required