E-Commerce Fulfillment & Customer Service Specialist
Location: Remote, 9AM to 6PM EST
Type: Full-time
About the Company
Our client is an innovative B2B e-commerce brand focused on providing high-quality products to businesses at scale. The company values agility, creativity, and collaboration, creating an environment where team members can contribute across multiple functions. With a clear focus on growth and operational excellence, they strive to deliver exceptional service and seamless fulfillment to their business customers.
Role Overview
We are seeking a proactive and detail-oriented E-Commerce Fulfillment & Customer Service Specialist to join the team. The role is responsible for managing day-to-day fulfillment operations and ensuring excellent customer support. The ideal candidate is independent, organized, and capable of handling multiple responsibilities while supporting the team in achieving operational goals.
Key Responsibilities
- Manage order fulfillment operations including coordination with warehouses, shipping carriers (UPS, FedEx), and tracking deliveries.
- Handle e-commerce customer service inquiries, including order issues, returns, and claims with shipping carriers.
- Support wholesale and B2B client shipments, ensuring timely and accurate deliveries.
- Collaborate with the operations team to optimize processes and improve efficiency.
- Identify potential issues proactively and resolve them independently to maintain smooth workflow
- Maintain high standards of data accuracy in order management systems.
- Assist in implementing new tools or platforms to enhance e-commerce operations and customer experience.
- Coordinate across inbound and outbound logistics flows, ensuring accurate movement of goods from supplier to warehouse to customer
- Support LTL and freight shipment coordination, including scheduling pickups, tracking shipments, and resolving delivery exceptions
- Act as the operational bridge between warehouse teams, carriers, and customer support in a fast-moving e-commerce environment
Requirements
Ideal Candidate
- Proven experience working in a fast-paced US or Canadian startup or high-growth e-commerce brand, ideally with recognizable consumer or B2B operations
- Strong understanding of end-to-end logistics workflows, including inbound receiving, outbound fulfillment, warehouse coordination, and last-mile delivery operations
- Experience handling LTL (Less-than-Truckload) and parcel shipping models, including coordination with freight carriers and logistics providers
- Background in high-volume e-commerce environments where speed, accuracy, and operational ownership are critical to daily success
- Experience supporting logistics-heavy customer service operations, including resolving shipping delays, delivery exceptions, and fulfillment escalations in real time
- Proven experience in e-commerce fulfillment and customer service roles.
- Strong organizational and multitasking skills; able to wear multiple hats in a dynamic environment.
- Comfortable taking initiative and working independently with minimal supervision.
- Familiarity with Shopify, warehouse management systems, and shipping logistics is a plus.
- A team player who can contribute to process improvements and operational efficiency.
Benefits
- Opportunities for growth and advancement
- Competitive compensation package, including Maxicare HMO after three months probationary period
- Full-time, EST hours, Remote