Customer Support Associate
New
B
BrilliantBranded Merchandise
Remote, USFull-TimeMiddle
Salary$24.00/hour plus benefits and equity
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Job Details
- Experience
- 3+ years of experience
- Required Skills
- Customer service
Requirements
- 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment.
- Demonstrated experience handling complex customer escalations and high-priority issue resolution.
- Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations.
- Proven ability to manage multiple open issues simultaneously with attention to detail.
- Experience with warehouse ticketing systems, WMS, or ERP platforms.
- Clear, professional written and verbal communication skills.
- Comfortable working in a fast-paced environment with shifting priorities.
Responsibilities
- Monitor the ticket queue throughout the day to ensure all open issues are progressing and on track for SLA compliance.
- Partner with peers to identify stalled or high-risk tickets and take action to resolve them.
- Triage escalated customer issues such as order discrepancies, damages, shortages, and delivery exceptions.
- Investigate root causes of escalated issues before communicating resolutions to clients.
- Identify and route non-fulfillment customer issues to appropriate internal teams.
- Act as a knowledge resource for the team by answering process questions and modeling best practices.
- Contribute to the development and maintenance of SOPs, communication templates, and knowledge base documentation.
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