Fulfillment & Customer Support Specialist

BR PRINTERS INC•Hebron, KY

11d•Onsite

About The Position

BR Printers is seeking an organized, detail-oriented, and customer-focused Fulfillment & Customer Support Specialist for its Kentucky Airport (KYA) Fulfillment team. The position is a key customer contact for order processing, shipment coordination, and daily service needs. The specialist works with customers and internal Fulfillment, Shipping & Receiving, Inventory, and Production teams to process orders accurately, resolve customer concerns, and support on-time delivery. The role combines customer service and administrative work with hands-on fulfillment duties. Work includes managing customer calls and email, maintaining order records, tracking shipments, researching order issues, and preparing documents and reports. Fulfillment tasks include receiving and putting away product, picking orders, processing returns, sorting and counting inventory, using pallet jacks to move materials, and assisting with assembly jobs. The posting describes a 60/40 split between computer and physical activity. This is a full-time, on-site position at BR Printers’ Kentucky Airport Facility in Hebron, Kentucky. The schedule is Monday through Friday, 9:00 AM–6:00 PM, with a 30-minute lunch break. Compensation is a competitive hourly wage based on experience.

Requirements

High school diploma, GED, or equivalent.
Strong verbal and written communication skills and a professional telephone manner.
Proficiency in Microsoft Outlook, Word, and Excel.
Strong computer skills and ability to learn order management and fulfillment systems.
Excellent attention to detail and commitment to accuracy.
Strong organizational and time-management skills.
Ability to manage multiple customer requests, emails, and calls while meeting deadlines.
Ability to research information, identify discrepancies, and resolve problems effectively.
Strong interpersonal skills and a customer-focused approach.
Ability to communicate effectively with customers, supervisors, and internal departments.
Ability to work independently while contributing to a collaborative team environment.
Dependable attendance, punctuality, and reliability.
Ability to remain professional and adaptable in a fast-paced environment.
Ability to sit and work at a computer for extended periods and frequently use a keyboard, mouse, telephone, and standard office equipment.
Ability to communicate effectively by telephone, email, and in person.
Ability to occasionally stand and walk throughout the fulfillment facility and occasionally lift and move office supplies or materials.
Ability to climb ladders, stand in one spot for long periods, lift up to 50 pounds, bend, and twist.

Nice To Haves

Previous customer service, administrative support, order processing, or fulfillment experience.
Previous customer service experience in a fulfillment, warehouse, distribution, or manufacturing environment.
Experience using order management systems, warehouse management systems (WMS), or customer relationship management (CRM) software.
Experience coordinating customer orders from initial entry through final shipment.
Familiarity with inventory management, order fulfillment, and shipping procedures.
Experience with UPS, FedEx, USPS, freight carriers, and shipment tracking.
Intermediate Microsoft Excel skills, including maintaining spreadsheets and preparing reports.
Experience managing multiple customer accounts and resolving order-related issues.
Familiarity with commercial printing, distribution, or supply chain operations.
Experience identifying opportunities to improve customer service and operational processes.

Responsibilities

Answer incoming customer calls and respond to emails professionally and promptly.
Serve as a primary contact for customer inquiries about orders, fulfillment services, inventory, shipping, and delivery status.
Enter, process, review, and maintain customer orders in order management and fulfillment systems.
Verify product information, quantities, shipping addresses, delivery requirements, and special instructions.
Monitor orders and coordinate with Fulfillment, Shipping & Receiving, Inventory, and Production to support accurate, timely processing.
Track shipments and provide customers with order-status and delivery updates.
Research and resolve order discrepancies, shortages, damaged products, shipping errors, and delivery delays.
Communicate customer requests, order changes, and special handling instructions to internal departments.
Assist with returns, replacements, and order corrections under company procedures.
Maintain customer records, order documentation, and communication histories.
Prepare and update spreadsheets, reports, and administrative documents using Microsoft Excel, Word, and Outlook.
Monitor customer emails and follow up on outstanding requests.
Review inventory availability and communicate potential shortages or fulfillment delays.
Assist with shipping documentation, tracking information, and other order-related records.
Escalate unresolved customer concerns or operational issues to the appropriate supervisor or manager.
Identify opportunities to improve customer service, order accuracy, and fulfillment efficiency.
Maintain confidentiality when handling customer, order, and company information.
Perform other customer service and administrative duties as assigned.
Help with daily fulfillment department activities to support team goals.
Receive products, use pallet jacks to move materials, pick orders, and put products away in shelving locations.
Process returns and assist with assembly department jobs.
Sort products by ISBN or item number and physically count products to check inventory levels.