Customer Service Fulfillment Specialist

Customer Service Fulfillment Specialist

The Customer Service Fulfillment Specialist is responsible for ensuring a seamless customer experience by managing order processing, coordinating fulfillment activities, and resolving customer inquiries related to shipments and product delivery. This role serves as a key liaison between customers, sales, warehouse, and logistics teams to ensure timely and accurate order fulfillment.

Essential Functions:

• Manage shipping for Customer Service, Sales, Consumer Goods, Shopify, and all other shipping requests
• Answer customer inquiries, emails, and calls
• Monitor order status from entry through delivery, ensuring on-time fulfillment
• Communicate proactively with customers regarding order updates, delays, and shipment tracking
• Collaborate with warehouse and logistics teams to coordinate order picking, packing, and shipping
• Resolve customer issues related to orders, shipments, returns, and product availability
• Maintain accurate records of customer interactions, transactions, and order details in CRM/ERP systems
• Manage returns, exchanges, and replacement orders in accordance with company policies
• Identify and escalate fulfillment issues or process gaps to management
• Support inventory accuracy by communicating discrepancies and assisting with reconciliation
• Contribute to continuous improvement initiatives to enhance customer satisfaction and operational efficiency
• Perform general building maintenance, including replacing ceiling tiles, light bulbs, and batteries, making repairs, and ordering and stocking tools and supplies required for maintenance tasks.
• Take the lead role at the Troy facility in the absence of the Facilities Director.
• Coordinate and communicate with outside service providers for building maintenance as needed.
• Order, pick up (if required), and set up food for lunch meetings and special events.
• Assist in constructing displays, props, or exhibit items for trade shows and Creative Department needs.

Required Skills:

• High school diploma required.
• Must be able to perform physical activities including but not limited to lifting (50-80 lbs.), climbing, stooping, kneeling, crouching.
• Experience with Building/Facilities maintenance.
• Ability to multitask, organize and prioritize.
• Good communication and organization skills.
• Must have Microsoft Office (word and excel) experience.
• Valid driver's license required.
• Problem-solving mindset with a focus on customer satisfaction

Physical Demands:

1. Work that primarily involves lots of walking.
2. Work that includes moving objects/lifting 50-80 pounds.
3. Work that requires being on a ladder.