Customer Support Specialist - Fulfillment
About The Position
About GoBolt Our Mission: At GoBolt, we provide a technology-driven, customer-centric and sustainable approach to ecommerce and last-mile logistics for businesses of all sizes - from local brands to large national retailers. By operating as an extension of our customer's team, we deliver best-in-class services every step of the way. We're building North America's largest electric vehicle fleet to help bring sustainability to an industry notorious for its heavy impact on the environment. We are in high growth mode and building for the future, which is where you come in! We are looking for a Customer Support Specialist for our Fulfillment department in Carlstadt, NJ who is passionate about providing excellent customer service to our clients and who will maintain and increase industry-leading customer satisfaction scores. You'll serve as the primary point of contact for client inquiries related to shipments, warehousing, and account support. This is an on-site, hands on role where you'll be responsible for resolving issues quickly and accurately, maintaining strong client relationships, and ensuring high levels of satisfaction. Salary Range: $50k-70k This is a hands-on role, if you are looking for a fast paced exciting environment, this is for you!
Requirements
- 2+ years of experience in customer service
- Strong written and verbal communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Detail-oriented with solid problem-solving skills
- Positive, team-first attitude and a passion for helping others
- Exceptional client service mentality
- Team player with excellent interpersonal skills
- Experience working in a fast-paced start-up to scale-up environment
Nice To Haves
- Strong understanding of the Logistics (Fulfillment or Last Mile) industry is highly preferred
- Bilingual (English/Spanish) an asset
- Experience with TMS, WMS, or CRM platforms is a plus
Responsibilities
- Respond to client inquiries via email, phone, and web portal with professionalism and urgency.
- Track and trace shipments, provide ETAs, and coordinate with carriers, transportation partners and warehouse teams.
- Responsible for the timely and satisfactory resolution of customer tickets requiring coordination of activities with the warehouse teams, including order fulfillment, inventory, storage and delivery.
- Address and resolve customer complaints, ensuring a positive customer experience.
- Resolve delivery issues, delays, or service disruptions and escalate as needed.
- Collaborate with internal departments, including operations, dispatch and sales, to ensure customer needs are met.
- Maintain accurate records of customer interactions and service issues in the CRM.
- Identify trends in customer issues and suggest improvements to processes and tools.
- Identify and escalate priority issues to the appropriate channels.
- Providing updates to relevant parties (SLA's, progress reports, escalations, etc.)
- Attending daily operations and escalation meetings, representing warehouse and merchant considerations.
- Support special projects and cross-functional initiatives focused on operational efficiency and customer satisfaction.
Benefits
- We offer a workplace where respect, diversity, and inclusion are the cornerstones of our culture.
- Aside from an amazing culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
