Customer Support Specialist

Shipfusion•Carol Stream, IL

19d•$55,000 - $65,000•Hybrid

About The Position

Shipfusion gives brands the best tools possible for building a successful eCommerce operation. We were founded by a team of long-time eCommerce and logistics professionals who believe retailers should be able to trust their fulfillment partners as much as their in-house team. At Shipfusion we pride ourselves on our commitment to entrepreneurship and innovation. We are always looking for individuals who share these values, and who are looking to further their careers in a unique and rapidly growing organization! The Opportunity: We are looking for a highly motivated Support Associate to join our Customer Success team. Reporting to the Manager, Customer Experience you will be a key part of supporting Shipfusion’s clients. In this role you will… Handle incoming chat, support tickets and email interaction with Shipfusion clients Assist with day-to-day aspects of Support issues and optimization of service Facilitating support requests within Shipfusion’s facilities as required Manage orders in “Review” in Shipfusion Support Portal Execute support tickets from start to finish Reshipments, requests for receiving inventory, status of returns and general updates Communicate directly with the customer and carriers regarding shipments and shipment issues Follow up on internal order status for aged orders Work directly with our Client Service, Engineering and Warehouse teams to ensure deliverables are being achieved Generate and distribute reporting to the business outlining Client Support issues and metrics Ensure the integrity and continued operation of the food safety system (SQF Program) in the event of organizational or personnel changes within the company or associated facilities.

Requirements

2+ years experience working in an customer service, warehousing or logistics environment
Excellent written and oral communication skills
A self-starter who is result-oriented, resourceful, innovative, intellectually curious and who takes initiative and risks.
Demonstrate strong ability to embrace and adapt to changes and learn quickly in a fast-paced environment
Strong organizational skills

Nice To Haves

Experience with Zendesk Support and Hubspot a plus but not mandatory

Responsibilities

Handle incoming chat, support tickets and email interaction with Shipfusion clients
Assist with day-to-day aspects of Support issues and optimization of service
Facilitating support requests within Shipfusion’s facilities as required
Manage orders in “Review” in Shipfusion Support Portal
Execute support tickets from start to finish
Reshipments, requests for receiving inventory, status of returns and general updates
Communicate directly with the customer and carriers regarding shipments and shipment issues
Follow up on internal order status for aged orders
Work directly with our Client Service, Engineering and Warehouse teams to ensure deliverables are being achieved
Generate and distribute reporting to the business outlining Client Support issues and metrics
Ensure the integrity and continued operation of the food safety system (SQF Program) in the event of organizational or personnel changes within the company or associated facilities.

Benefits

Attractive Salary and Lucrative Compensation Plan: Earn what you deserve with our competitive and rewarding salary package.
Comprehensive Health and Dental Coverage: Enjoy peace of mind with health and dental benefits for you and your loved ones, starting from day one.
Generous Vacation Time: Recharge and explore with 15 days of paid vacation and 5 paid wellness days.
Cutting-Edge Tech Setup: Receive a brand-new MacBook shipped to you, plus a budget to personalize your workspace with peripherals of your choice.
Vibrant Company Social Events: Connect and celebrate with exciting social events that bring our team together.
Hybrid Work Opportunities: Enjoy the flexibility and convenience of working from the comfort of your home.
Exclusive Employee Discounts: Enjoy special savings with our employee discount program on your favorite products.
Calm App Subscription: Receive 100% coverage for the Calm app, providing you with resources for meditation, sleep improvement, and stress management.
Positive Company Culture: Join a workplace known for its supportive, inclusive, and dynamic culture.
High Employee Retention Rates: Be part of a company where employees are valued and tend to stay, reflecting our commitment to employee satisfaction and growth.