Client Services Representative

Company Description

Arvato is an innovative and leading global 3PL service provider in supply chain management and e-commerce. With 20,000 team members at over 100 locations, we focus on the Consumer Products, Tech, Healthcare, Automotive and Publisher industries.

You will work in an environment built on collaboration, respect, commitment and curiosity, where you can grow, contribute your ideas, and make an impact. Be part of the team that delivers logistics excellence and shapes supply chains globally. Working at Arvato means: Together, we’re on it.

Job Description

The Client Services Representative will manage customer accounts, ensuring service level agreements (SLAs) are met. This role involves preparing and maintaining status reports, modifying schedules, and assisting the Account Manager with technical advice and problem-solving. Additionally, the representative will handle order management, inventory updates, and customer support for both international and domestic clients. 

Your Tasks:

• Support end-to-end shipment tracking and follow established SOPs 
• Monitor shipments using dashboards and identify open or aging items 
• Classify delivery exceptions and follow defined resolution processes 
• Assist with appointment scheduling and updates 
• Communicate with carriers using approved templates 
• Maintain and retrieve shipment documentation (BOL, PRO, POD) 
• Compile required documentation for cases and escalations with guidance 
• Perform basic data checks for shipment accuracy 
• Update systems with shipment status and notes 
• Document case activity with clear next steps and ownership 
• Capture initial details for shortages, damages, or discrepancies (OS&D) 
• Follow SOPs for returns, refusals, and reconsignment requests 
• Recognize standard accessorial types 
• Provide updates to internal stakeholders when requested 
• Follow routing guides and SOPs for all clients 
• Escalate issues according to defined processes 

Qualifications

• At least two years of Customer Service Experience  
• At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel required  
• High School Diploma or equivalent 
• Must display initiative and flexibility to work in a fast-paced, changing environment 
• Bachelors Degree 
• Microsoft Office experience in PowerPoint and Power BI 
• 3PL, Supply Chain, Logistics or similar experience preferred