Customer & Operations Associate (An AI-enabled generalist role)

This is a customer-first, do-what-it-takes role for someone who can move fluidly between answering a customer, fixing a marketplace listing, and chasing down a past-due invoice — and who uses AI tools to do all of it faster and better than the job used to require. You are the human running the playbook: judgment, follow-through, and a warm voice on the phone, backed by AI that handles the drafting, summarizing, and lookup work.

We are a lean, in-office team in Suburban Philadelphia. One person covers a lot of ground here, which is exactly why we want someone who treats AI as a force multiplier, not a novelty. If you already reach for an AI assistant to draft the email, summarize the thread, or figure out the unfamiliar system, you will fit how we work.

How You'll Work (AI Is Core, Not a Bonus)

Mr. Shrinkwrap runs on a connected software stack with AI woven through it. We expect this person to operate AI tools as a normal part of the day:

• Use AI assistants to draft customer replies, summarize long email threads, and turn messy notes into clear, professional communication
  
• Lean on AI to research products, decode marketplace policy changes, and get up to speed on systems you haven't used before
  
• Work inside our business platforms (Zoho, Microsoft 365, and our marketplace tools) and adopt new AI-assisted workflows as we roll them out
  
• Flag where a repetitive task could be automated or AI-assisted — we want someone who improves the process, not just runs it
  

You don't need to be a developer or build automations. You do need to be genuinely comfortable with AI tools and quick to learn new ones.

Customer Service (Primary)

• Handle inbound calls and emails with enthusiasm and a real commitment to customer satisfaction
  
• Proactively follow up with customers on order accuracy, delivery status, and overall engagement
  
• Resolve customer concerns with empathy, professionalism, and a level head
  
• Build and maintain customer relationships that drive retention and loyalty
  
• Greet and assist walk-in customers during in-office pickups
  
• Drive positive reviews and ratings through surveys, social channels, and follow-up
  
• Provide status updates and flag issues that need escalation
  

Marketplace & Operations Support

• Manage day-to-day operations across online marketplaces (Amazon, eBay, Walmart)
  
• Monitor listings for accuracy, pricing, and inventory alignment
  
• Process marketplace orders, returns, and customer messages promptly
  
• Coordinate with internal teams on fulfillment and product availability
  
• Flag platform issues, policy updates, or anomalies to management
  

Billing & Administrative Support

• Contact customers with outstanding balances to facilitate timely payment on past-due invoices
  
• Receive and log incoming checks per established procedures
  
• Coordinate with the accounting team on payment documentation and follow-ups
  
• Escalate appropriately; this role does not approve payments or operate outside assigned authority
  

What You Bring

• AI-tool fluency. You already use AI assistants (ChatGPT, Copilot, or similar) in your work or daily life and can show how. You learn new tools fast and aren't intimidated by unfamiliar software.
  
• Customer instinct. Strong written and verbal communication, active listening, and the patience to handle difficult or emotional situations with professionalism.
  
• Organization under load. You manage several competing responsibilities at once without dropping details, and you follow through without being reminded.
  
• Ownership. High integrity, professional discretion, and a bias toward getting things done.
  
• Problem-solving. You gather and assess information quickly and figure things out — increasingly, with AI as your first stop.