Customer Support Specialist - Fulfillment
About The Position
We are looking for a Customer Support Specialist for our Fulfillment department in Santa Fe Springs, LA 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
Number of Employees
11-50 employees
