eCommerce Customer Service & Fulfillment Specialist

Summary:

The eCommerce Customer Service and Fulfillment Specialist is responsible for supporting our customers throughout the order fulfillment process. This role includes handling customer inquiries, resolving order issues, coordinating with the fulfillment team and ensuring timely and accurate deliveries. Additionally, the Customer Service and Fulfillment Specialist will assist the eCommerce operations team with order fulfillment, ensuring timely and accurate deliveries and a positive customer experience.

Branch: Walcro in Plymouth in the ShagTools department

Pay: $20-$22/hr

Work Schedule: Monday-Friday 8am-4:30pm and be willing to work a rotating half day on Saturdays as assigned

Key Responsibilities & Essential Functions:

• Customer Service (70%)

• Respond to customer inquiries regarding order status, shipping, tracking, cancellations and returns.

• Assist with processing orders, verifying order accuracy and updating customers on their order progress.

• Address and resolve customer complaints including delayed shipments, lost packages, incorrect orders, damaged items, etc.

• Process return requests, coordinate replacements and ensure refunds are handled promptly.

• Coordinate with internal teams and logistics partners to ensure accurate and on-time deliveries.

• Maintain accurate records of customer interactions, orders and resolutions.

• Collaborate with the eCommerce team to monitor inventory levels and communicate stock issues or delays with customers and internal teams.

• Identify common customer pain points and suggest improvements to streamline fulfillment and customer service operations.

• Order Fulfillment (30%)

• Process and manage online orders from multiple sales channels (Amazon, WooCommerce, etc.)

• Pick, pack and ship customer orders

• Ensure accurate order processing and shipment tracking information.

Critical Success Factors:

• Highly motivated, self-directed and results driven with the ability to multitask, prioritize and thrive in a fast-paced environment
• Strong problem-solving skills and attention to detail with a customer-first mindset
• Passion for delivering an exceptional customer experience

Required for consideration:

• High school diploma or GED
• 1+ years' work experience in eCommerce, customer service or order fulfillment.
• Experience with e-commerce platforms (e.g. WooCommerce, Shopify) and customer service tools (e.g. HubSpot, Zendesk)
• Basic knowledge of shipping carriers (USPS, FedEx, UPS) and their logistics processes.
• Strong computer skills including MS Excel, Word and Outlook

Highly desirable candidates may also have:

• Experience with Amazon Seller Central
• Experience in the building materials distribution industry