Customer Experience & Fulfillment Support Associate

Steel City Brand•Pittsburgh, PA

6d•Onsite

About The Position

Steel City is looking for a Customer Experience & Fulfillment Support Associate to work onsite at our warehouse. This role is responsible for delivering high-quality customer support through Gorgias while also supporting warehouse operations during slower ticket volumes.This is a hands-on, fast-paced role that sits at the intersection of customer service, operations, and fulfillment. You’ll be part of the team that ensures our customers feel taken care of and their orders go out accurately and on time.

Requirements

Strong written communication skills
Comfortable using customer support tools (Gorgias experience a plus)
High attention to detail and organization
Willingness to jump between computer-based work and physical warehouse tasks
Reliable, punctual, and able to work onsite consistently

Nice To Haves

Shopify experience
DTC e-commerce or apparel brand experience
Prior warehouse or fulfillment experience
Familiarity with returns/exchange workflows

Responsibilities

Respond to customer inquiries via Gorgias (email, chat, and other channels as needed)
Resolve order issues including: • Shipping delays • Returns & exchanges • Order changes and cancellations • Product questions
Use Shopify to view and update orders, issue refunds, and process exchanges
Follow and contribute to Steel City’s CX SOPs to ensure consistent responses and tone
Flag recurring issues, trends, or product feedback to the operations and leadership team
Picking and packing orders
Assisting with returns processing and restocking
Quality checking outbound orders
Helping with inventory organization and general warehouse tasks
Supporting peak shipping days, launches, and seasonal rushed