Benefits:
Health insurance
Paid time off
Position Summary:
Oversee customer service operations within the warehouse and 3PL environment, ensuring accurate order fulfillment, inventory management, and timely communication with clients, carriers, and internal teams.
Key Responsibilities
Customer Service & Operations
Manage Carrier and Fulfillment Inquiry Sheets (Google Sheets/Excel).
Monitor order status and workflow through ShipHero.
Process inventory adjustments, SKU updates, and fulfillment discrepancy resolutions.
Manage client communication through Slack and email.
Coordinate with carriers regarding shipment status, delivery issues, and claims.
Monitor out-of-stock (OOS) items and communicate inventory concerns to clients.
Generate and distribute fulfillment and carrier performance reports.
Team Leadership
Supervise Customer Service team members.
Provide coaching, support, and performance accountability.
Ensure service standards and response times are maintained.
Client Relations
Serve as the primary contact for client customer service teams.
Communicate operational updates, issues, and process changes.
Align client expectations with warehouse operations.
Provide monthly fulfillment and carrier KPI reports.
Returns Management
Oversee return label creation and distribution.
Ensure accurate and timely processing of returns.
Training & Process Improvement
Train and onboard new team members.
Develop, document, and maintain SOPs.
Identify and implement process improvements to increase efficiency and reduce errors.
Qualifications
1+ year of customer service, logistics, warehouse, or 3PL experience preferred.
Strong organizational and problem-solving skills.
Excellent written and verbal communication.
Ability to prioritize tasks in a fast-paced environment.
Experience with ShipHero, Slack, Google Sheets, and Excel preferred.
Familiarity with Parcel Perform preferred.
Core Competencies
Attention to Detail
Professional Communication
Critical Thinking
Time Management
Organization
Problem Solving
Customer Focus
Adaptability