Location: Remote, 9AM to 6PM EST

Type: Full-time

About the Company

Our client is a growing B2B and D2C e-commerce brand focused on providing high-quality products to business and retail customers at scale. The company operates in a fast-paced fulfillment environment where customer experience, shipment accuracy, and proactive communication directly impact brand reputation.

As the business continues to grow year-round, the team is looking for a reliable and highly organized E-Commerce Fulfillment & Customer Service Specialist who can serve as the main customer-facing contact while supporting fulfillment, logistics, and internal operations.

Role Overview

The E-Commerce Fulfillment & Customer Service Specialist will be responsible for managing customer inquiries, shipment updates, order issues, warranty-related concerns, and fulfillment coordination. This person will act as the bridge between customers, fulfillment teams, warehouses, carriers, and internal operations.

The ideal candidate has strong e-commerce customer service experience, understands fulfillment and logistics workflows, and can calmly manage complex shipment issues in a fast-moving remote environment. This is a hands-on role for someone proactive, detail-oriented, and comfortable following up until issues are resolved.

Key Responsibilities

Customer Service and Communication

• Serve as the first point of contact for customer inquiries related to orders, shipping, product questions, returns, replacements, and warranty claims.
• Monitor and respond to customer emails and support tickets in a timely, professional, and clear manner.
• Provide proactive updates to customers regarding order status, delays, shipment issues, and next steps.
• Handle customer concerns with empathy while clearly explaining company policies, timelines, and available solutions.
• Prevent communication gaps by ensuring customer inquiries are properly acknowledged, tracked, followed up, and resolved.

Fulfillment and Logistics Coordination

• Coordinate with fulfillment teams, warehouses, carriers, and internal teams to resolve order and shipment issues.
• Track orders from processing through delivery and identify possible delays, lost shipments, or fulfillment problems early.
• Support outbound fulfillment workflows, including shipment tracking, order updates, delivery exceptions, and replacement coordination.
• Assist with B2B (business to business) and D2C (direct to consumer) shipments, including orders involving larger retailers or business customers.
• Understand and support basic logistics processes involving LTL (less than truckload) shipments, freight coordination, third-party trucking, palletized shipments, and related documentation.

Freight and Shipment Documentation

• Review and understand key freight and logistics documents, including BOLs (bills of lading), shipment details, and carrier information.
• Escalate freight, LTL (less than truckload), carrier, or fulfillment issues to the appropriate internal team with complete and accurate details.
• Communicate clearly with fulfillment partners when shipments require investigation, correction, or urgent follow-up.
• Help ensure shipment records, customer notes, and fulfillment updates remain accurate and easy to track.

Order Issues, Returns, and Warranty Support

• Resolve customer issues related to incorrect items, missing items, damaged products, delayed deliveries, returns, replacements, and warranty claims.
• Coordinate reshipments or replacement requests when needed, based on company policies and internal approvals.
• Support warranty-related inquiries by gathering the correct information, reviewing eligibility, and coordinating the next steps.
• Maintain clear documentation of customer concerns, actions taken, and pending follow-ups.

Process Improvement and Operational Support

• Identify recurring customer service or fulfillment issues and report them to the appropriate team.
• Help improve communication workflows between customer service, fulfillment, and operations.
• Assist in creating or improving support processes, templates, and internal tracking methods.
• Work independently and take ownership of open cases until they are fully resolved.
• Support the team in improving customer experience, fulfillment accuracy, and response times.

Requirements

Ideal Candidate

• Has proven experience in e-commerce customer service, fulfillment coordination, logistics support, or a similar role.
• Has hands-on experience handling order tracking, shipping delays, returns, replacements, warranty claims, and delivery exceptions.
• Understands logistics and fulfillment terms such as BOL (Bill of Lading), LTL (less than truckload), palletizing, carrier claims, third-party trucking, and warehouse coordination.
• Has experience working with D2C (direct to consumer) brands, B2B (business to business) customers, large retailers, logistics companies, fulfillment centers, or fast-paced startups.
• Can communicate clearly and proactively with customers, carriers, fulfillment teams, and internal stakeholders.
• Is calm under pressure and able to handle high-volume inquiries without becoming overwhelmed.
• Is highly organized, detail-oriented, and able to manage multiple open issues at the same time.
• Can work independently in a remote setup with minimal supervision.
• Has strong follow-through and does not let customer emails, shipment issues, or internal follow-ups fall through the cracks.
• Is comfortable working EST hours and supporting a fast-paced, growing business.

Preferred Experience

• Experience with Shopify or similar e-commerce platforms.
• Experience with help desk or CRM tools such as Gorgias, Zendesk, Freshdesk, HubSpot, or similar systems.
• Experience coordinating with warehouses, 3PLs, fulfillment teams, freight providers, or shipping carriers.
• Experience supporting brands that sell through D2C channels or large retailers such as Costco, Walmart, Amazon, or similar companies.
• Experience in a startup, fast-growth e-commerce company, logistics company, or fulfillment-heavy environment.
• Experience handling warranty claims, replacement workflows, and customer escalations.

Tools and Systems

• Experience with the following or similar tools is preferred:
• Shopify or other e-commerce platforms
• Gorgias, Zendesk, Freshdesk, or similar ticketing systems
• Google Workspace or Microsoft Office
• Order management systems
• Warehouse, fulfillment, or carrier tracking platforms
• Internal communication tools such as Slack or similar platforms

Benefits

• Opportunities for growth and advancement
• Competitive compensation package, including Maxicare HMO after three months probationary period
• Full-time, EST hours, Remote