Customer Support Associate

Our US client is an experiential communications agency that helps corporate brands, nonprofits, and associations tell their stories through immersive experiences. Specializing in brand merchandise, they design, produce, and fulfill bold, innovative unboxing experiences turning branded merchandise into unforgettable moments. Using strategy-based storytelling, they challenge industry norms, push creative boundaries, and foster lasting connections. Their collaborative approach values curiosity and growth.

Were seeking a proactive and detail-oriented Customer Support Associate to assist our brand merchandise and warehouse team. This hybrid role involves customer support, logistics coordination, community engagement, and operational troubleshooting. Strong cultural awareness and soft skills are essential for brand representation. The ideal candidate will manage merchandise and fulfillment projects, ensuring seamless service resolution while driving proactive reporting and outreach to enhance the customer experience. In this role, you will report to the Customer Service Lead, and support the Director of Operations in delivering results for our clients, improving profitability, and exploring opportunities to expand the business line.

This is a full-time role, on a US shift and on an Work-from-Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Responsibilities:

• Providing exceptional support to customers and internal teams by resolving service requests promptly and efficiently.
• Oversee the fulfillment and merchandise processes, ensuring accuracy and timely completion.
• Manage orders, including changes, rush requests, reshipments, refunds, and cancellations.
• Monitor orders, proactively identifying and addressing potential service concerns.
• Execute proactive reporting and outreach initiatives to enhance customer satisfaction.
• Proactively troubleshoots shipping issues (delays, customs holds, lost packages) instead of just submitting claims and waiting.
• Understands international logistics, carrier delays, and fulfillment workflows to predict and prevent problems before they escalate.
• Works directly with warehouse teams to verify inventory, ensure fulfillment accuracy, and flag potential issues before they impact customers.
• Actively follow up on pre-transit orders, returns, and other delivery issues.
• Utilize technical tools and platforms to track, manage, and optimize operational workflows.
• Maintain detailed records of customer interactions, order statuses, and issue resolutions.
  

Qualifications:

• Has 2+ years of experience in customer service within eCommerce and brand merchandise.
• Proficient with Zendesk, WMS, Shopify, OMS, and Google Workspace and other cloud-based technologies
• Has 2+ years of experience with international carriers and customs, including familiarity with carriers like UPS and DHL.
• Prior experience working with warehousing and inventory management platforms.
• Understanding cultural awareness & soft skills for clients brand representation.
• Possesses strong soft skills such as critical thinking, problem-solving and process optimization
• Has the ability to work with less supervision, multitask and deliver results within tight deadlines in a fast-paced environment.