Job Description

We are seeking a dedicated and detail-oriented Customer Service and Fulfillment Specialist to join our team. In this role, you will be primarily responsible for managing all customer service inquiries, ensuring that every customer interaction is handled promptly and professionally. Additionally, you will assist with our shipping operations during high-volume periods, particularly in Q4, where your support in picking, packing, and processing orders will be crucial.

Key Responsibilities:

• Customer Service:
• Manage and respond to all customer service tickets through various channels (email, chat, phone) with a focus on providing exceptional customer support. We are a customer first company and aim for everyone to have a positive interaction with our brand.
• Resolve customer issues, including order status, product information, returns, and exchanges, ensuring a positive customer experience.
• Track and report on customer service metrics, identifying areas for improvement and making recommendations to enhance service quality.
• Fulfillment Support:
• Assist the main shipping team during high-volume periods, particularly in Q4, with picking, packing, and shipping orders to ensure timely and accurate order fulfillment.
• Monitor inventory levels during peak periods and report any shortages or delays in the supply chain.
• Hybrid Work Flexibility:
• During regular volume periods, you may work from home as long as all customer service tickets are managed efficiently.
• Provide consistent communication with the team to ensure alignment on tasks and responsibilities.
• Additional Responsibilities:
• Assist in organizing and maintaining the shipping area to ensure a clean, efficient workspace.
• Contribute to process improvements in both customer service and shipping operations.
• Support other departments with ad hoc tasks as needed to ensure overall business success.

Qualifications:

• Proven experience in customer service, preferably in an e-commerce or retail environment.
• Strong communication skills, both written and verbal.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience with order fulfillment and shipping processes is a plus.
• Familiarity with customer service software and tools.
• Ability to work independently and as part of a team.

Employment Type: Full-time (with hybrid work flexibility during non-peak periods)

Skills Required