Premier Client Escalation Specialist

Role Summary

The Premier Client/Escalations Specialist serves as a frontline advocate for FragilePak's highest-value customer relationships. This role is built around delivering white-glove service to premier accounts — anticipating needs, providing proactive communication, and ensuring every interaction reflects the level of care these partners expect. When issues arise, the specialist steps in as an advanced escalation resolver, de-escalating high-stakes situations with empathy and professionalism while instilling confidence in our customers and consignees. Success in this position demands a client-first mindset, creative problem-solving, excellent communication skills, and effective teamwork across internal and external partners.

Key Job Functions

· Own the day-to-day service experience for premier client accounts, acting as a trusted point of contact who understands each client's unique expectations, preferences, and service-level requirements.

· Proactively monitor premier account activity to identify and address potential issues before they impact the customer experience.

· Deliver consistent, high-touch communication to premier clients, providing timely updates on order status, delivery milestones, and any service exceptions.

· Serve as the primary point of contact for escalated customer issues, responding to emails and communications promptly and professionally.

· Manage and resolve escalated orders, ensuring consistent and timely communication with customers, consignees, and delivery partners throughout the resolution process.

· De-escalate customers by professionally and empathetically assisting to resolve their issues, turning negative experiences into opportunities to strengthen the relationship.

· Evaluate and coordinate reschedule requests for specific customers; communicate with consignees to ensure solutions are acceptable, and develop alternative solutions when necessary.

· Build deep knowledge of premier client accounts — their business, their customers, and their pain points — to deliver increasingly personalized and anticipatory service.

· Work task and communication lists to ensure no customer interaction or follow-up is missed.

· Develop and maintain strong relationships with customers, delivery partners, and internal teams to facilitate seamless issue resolution.

· Contribute to special projects, reports, and data-driven initiatives as needed by the team.

· Identify opportunities to improve processes and procedures, and communicate recommendations to management.

· Multi-task effectively in a fast-paced environment, maintaining flexibility and a willingness to learn new skills and accept new challenges.

· Assist in fostering a culture that supports the FragilePak way — obsessive customer focus, accountability, and precision.

· Perform other tasks and duties as assigned by management.

Education & Experience Requirements

· Minimum 3 years of experience in customer service, escalation management, or client relations (logistics/transportation industry preferred).

· Minimum 2 years of demonstrated problem-solving experience in a customer-facing role.

· Experience managing high-value or strategic client accounts preferred.

· Basic to intermediate knowledge of computer software and office systems.

· Ability to thrive in a fast-paced environment while multitasking and keeping focus on the customer.

Skills & Competencies

· Premier Client Service — Demonstrated ability to deliver high-touch, personalized service to key accounts with a proactive, anticipatory approach.

· Customer Service Excellence — Strong interpersonal and customer service skills with the ability to manage sensitive, high-pressure situations.

· Problem Solving — Analytical and creative problem-solving skills; ability to evaluate multiple solutions and make sound decisions.

· Communication — Strong oral and written communication skills, with the ability to convey empathy and professionalism.

· Organization — Excellent multitasking and organizational skills with strong attention to detail.

· Technical Proficiency — Proficiency in MS Office (Outlook, Excel, Word); ability to learn internal systems quickly.

· Relationship Building — Proven ability to develop and maintain successful interpersonal relationships across teams and with external partners.

· Work Ethic — Strong work ethic with a professional, positive attitude and a team-first mentality.

Your customers depend on timely delivery, Damage-Free handling, and professional delivery personnel.
Every delivery is focused on the customer having a positive delivery experience.