Customer Operations Associate
New
B
BrilliantLogistics and Fulfillment
United StatesFull-TimeMiddle
Salary24 USD per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- Customer service
Requirements
- 3+ years of experience in customer service in fulfillment, distribution, or logistics.
- Proven experience managing complex customer escalations.
- Solid understanding of order management, shipping, and warehouse operations.
- Ability to manage multiple tasks and competing priorities simultaneously.
- Strong verbal and written communication skills for client interaction.
- Experience using ticketing systems, WMS, or ERP platforms.
- Attention to detail in a fast-paced environment.
Responsibilities
- Monitor the ticket queue to ensure timely resolution and SLA compliance.
- Triage and resolve escalated client issues including order discrepancies, mis-ships, and delivery exceptions.
- Coordinate with internal departments like Finance, Sales, and Engineering for non-fulfillment issues.
- Document root causes and resolution steps for all tickets.
- Manage ticket volume and redistribute workloads during peak periods.
- Maintain communication standards and response tone across all client interactions.
- Provide mentorship and process clarification for the customer support team.
- Report on daily ticket volume and surface recurring operational trends.
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