Offer summary

Qualifications:

At least 2 years of customer service experience in eCommerce and brand merchandise., Proficiency with cloud-based technologies and platforms like Zendesk, Shopify, and Google Workspace., Experience working with international carriers, customs, and logistics processes., Strong attention to detail, problem-solving skills, and ability to work independently..

Key responsibilities:

Support customers and internal teams by resolving service requests efficiently.

Oversee merchandise fulfillment, order management, and accuracy.

Monitor and proactively address potential service issues and shipping delays.

Maintain detailed records of interactions and issue resolutions.

Job description

Our Partner Client is an experiential agency located in a major urban center. They design and execute immersive brand experiences for clients in technology, media, and consumer sectors. Their work spans strategic planning, creative direction, event production, and content creation. They value thoughtful, collaborative approaches to delivering quality projects and invite professionals who share a commitment to effective, clear communication and meaningful brand engagement.

We are seeking a proactive and detail-oriented Customer Service Associate to support the growth of our brand merchandise and fulfillment operations. This is more than a typical customer service roleit blends customer support, logistics coordination, community engagement, and operational troubleshooting. Strong cultural awareness and excellent soft skills are essential for effective brand representation. Youll play a key role in supporting merchandise and fulfillment projects, from small-scale tasks to large initiatives. The ideal candidate will work closely with both clients and internal teams to manage service requests from start to finish, ensuring a smooth, responsive experience. This role also involves proactive outreach and reporting to anticipate issues and enhance overall customer satisfaction.

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

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

DUTIES AND RESPONSIBILITIES:

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.

You will be responsible for the following:

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.
- Is technically proficient and familiar with computers and cloud-based technologies.
- Has experience using platforms such as Zendesk, WMS, Shopify, OMS, and Google Workspace.
Has 2+ years of experience with international carriers and customs.
- Pays close attention to detail and is committed to accuracy and organization.
- Passion for logistics, including familiarity with carriers like UPS and DHL.
Prior experience working with warehousing and inventory management platforms.
Possesses strong critical thinking skills.
- Knows when to escalate, when to automate, and when to fix problems proactively.
- Is a proactive problem solver who identifies issues before they arise and addresses them effectively.
- Strong problem-solving and process optimization skills
Is independent and capable of handling significant responsibilities without needing constant supervision.
- Thrives under pressure, with the ability to multitask and deliver results within tight deadlines in a fast-paced environment.
Excels at written communications, able to clearly articulate ideas and solutions.
Understanding cultural awareness & soft skills for the clients brand representation.