Customer Support Specialist

Job Summary

As a full-time Customer Support Associate working remotely, the successful candidate will manage order issue resolution, act as a subject matter expert for escalated customer inquiries, and collaborate with internal teams to ensure timely and effective support.

Key responsibilities

• Monitor and manage the ticket queue to ensure compliance with service level agreements (SLAs) and prioritize issues effectively
• Triage and resolve complex escalated customer issues, including discrepancies and delivery exceptions, while communicating resolutions clearly to stakeholders
• Serve as a resource for the customer support team by answering process questions and contributing to the development of standard operating procedures

Required qualifications

• 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
• Demonstrated experience in handling complex customer escalations and high-priority issue resolution
• Strong knowledge of fulfillment processes, including order management and shipping
• Experience with warehouse ticketing systems, such as WMS or ERP platforms
• Proven ability to manage multiple issues simultaneously while maintaining accuracy