Newgistics Inc.

Sr. Client Specialist

Location US-TX-Austin
# Positions
Parcel & Fulfillment Services


A Sr. Client Specialist is to drive success within a portfolio of Newgistics strategic accounts.


Responsible for driving customer service and growth, the Sr. Client Specialist ensures Newgistics is aligned with the customer’s needs and expectations. This position represents and supports the entire range of company services available from Newgistics. In this position, you will be expected to increase customer satisfaction and retention.


A candidate must be able to interact with multiple customers, Account Managers and internal stakeholders throughout the day while tracking progress and delivering top-notch customer service in a timely manner.


Qualities and skills needed to succeed in this role include relationship building, experience with excel, time management, self-starter on projects and the ability to quickly learn.


Reporting Relationship


The Sr. Client Specialist will report directly to the director of the department, and work closely with cross-functional departments such as, Operations, Transportation, and Technology and Account Management.


  • Execute, manage and improve client reporting
  • Promote team success by functioning as escalation point within the Client Specialist department regarding client issues
  • Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors, and recommend viable solutions
  • Influence the growth of medium and enterprise accounts by implementing Top Tier best practices
  • Develop process flows to communicate current methodology for standard situations and issue escalation
  • Evaluate claims processed by Client Specialist team members to provide final eligibility before sending to Accounting for client payment
  • Manage the counter claims process to retrieve lost revenue through our vendors
  • Gain deep understanding of business drivers and their effect on financial results required to identify discrepancies directly resulting in minimizing profit loss
  • Increase Top Tier customer relationships by attending QBR’s and/or client visits with Account Management when appropriate
  • Produce yearly correspondence directly with external auditors to provide requested financial data
  • Provide guidance to finance management and internal customers as billing needs arise
  • Drive projects and process improvements to support business goals and metrics
  • Ability to mine for, manipulate and manage large volumes of data
  • Track all activity in Zendesk ticketing systems for parcel reporting on activities to leadership
  • Maintain in-depth understanding of company technology and operational & transportation services
  • The “face” of the Client Specialist escalation path across the organization
  • Serve as a leader in special projects and other duties as needed
  • Resolves escalated Top Tier service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


  • Bachelor’s degree in Business or related field preferred
  • 3+ years of customer-facing experience
  • Good analytical and problem solving skills
  • Customer success experience
  • Commitment to long-term customer success
  • Excellent verbal and written communication capabilities required
  • Ability to juggle multiple projects with minimal supervision
  • Must be able to build strong rapport and establish trust and credibility through a consultative approach
  • Solid skills in functional area of expertise



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