Responsible for the day-to-day execution and resolution of client order issues within our warehouse and fulfillment operation team
Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
Own the triage and resolution of all escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions
Act as a working resource and knowledge partner for the customer support team
Track and report on daily ticket volume, queue health, and escalation status

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 with professionalism and urgency
Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations
Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail
Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders
Experience with ticketing systems, WMS, or ERP platforms preferred
Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands

Customer Operations Associate

Key skills