Job Description – eCommerce Associate
Job Title: eCommerce Associate
Reports to: Operations Manager
Department: Warehouse Operations
Location: Antioch, Tennessee
FLSA Status: Hourly/Full time
About CTK Enterprises
CTK Enterprises is a global talent management company that represents global musical icons, and they are experts in music, TV, film, publishing, Marketing, touring, and branding. Through sister-company NOZ Entertainment, CTK is able to offer full scale TV and film production services in-house, with four high-quality sound stages that have one ton hanging capacity, silent HVAC, and soundproofing.
The organization is currently expanding its portfolio to include a new museum, premium retail and entertainment operations, and other experiential ventures. CTK Enterprises values a strong culture built on teamwork, accountability, pride in execution, and is dedicated to creating environments where both employees and guests feel welcomed and inspired.
Position Summary
The eCommerce Associate is responsible for the accurate and timely fulfillment of online customer orders, including order processing, picking, packing, shipping, customer service support, and inventory coordination.
This role works closely with warehouse and retail operations to ensure e-commerce orders are fulfilled to a high standard and that customers receive the correct merchandise on time. The position requires strong attention to detail, comfort working with computer systems, and a commitment to delivering an excellent customer experience.
Key Responsibilities
Order Fulfillment
- Process and fulfill online customer orders accurately and within established service-level expectations.
- Pick merchandise accurately from designated inventory locations and verify items, quantities, and order details.
- Pack orders securely and professionally to protect merchandise and provide a positive customer experience.
- Prepare shipping labels, documentation, and packages for carrier pickup.
- Monitor orders through the fulfillment process and identify delays, exceptions, or incomplete orders.
eCommerce Systems and Order Management
- Use e-commerce, order management, inventory, shipping, and point-of-sale systems as required.
- Enter and maintain order information accurately and follow established procedures for order changes, cancellations, and exceptions.
- Assist with tracking shipments and resolving basic fulfillment issues.
- Maintain accurate records and communicate system or process issues to the Operations Manager.
Inventory and Warehouse Coordination
- Coordinate with warehouse associates to locate, replenish, and fulfill merchandise for online orders.
- Monitor product availability and communicate inventory discrepancies or low-stock conditions.
- Assist with cycle counts, inventory audits, and reconciliation activities as assigned.
- Ensure merchandise is handled, labeled, stored, and packed properly to minimize damage and errors.
Customer Experience Support
- Respond professionally to basic customer inquiries related to orders, shipping, returns, and merchandise availability as assigned.
- Escalate complex customer issues, refunds, damaged shipments, or policy exceptions to the appropriate manager.
- Help ensure every order reflects the museum's standards for quality, accuracy, and presentation.
Shipping and Operational Support
- Prepare daily shipments and coordinate packages with carriers such as UPS and FedEx.
- Assist with inbound receiving, merchandise transfers, retail replenishment, and other warehouse activities during periods of high demand.
- Support seasonal peaks, promotions, product launches, special events, and other operational priorities.
- Maintain a clean, organized, and safe work area and follow all company safety procedures.
Qualifications
Required
- High school diploma or equivalent.
- Previous e-commerce, retail, warehouse, fulfillment, or customer service experience is a plus.
- Basic computer skills and ability to learn new software and systems.
- Strong attention to detail and accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong written and verbal communication skills.
- Ability to work independently and as part of a team.
- Reliable attendance and punctuality.
Preferred
- Experience with Shopify, WooCommerce, BigCommerce, or another e-commerce platform.
- Experience with order management, shipping, inventory, POS, or warehouse management systems.
- Experience with UPS, FedEx, or other shipping platforms.
- Experience supporting a high-volume retail or e-commerce operation.
Physical Requirements
- Ability to consistently lift 40-50 lbs.
- Frequent standing, walking, bending, reaching, lifting, and repetitive packing activities.
- Ability to work in varying temperatures depending on warehouse conditions.
Key Competencies
- Attention to detail
- Customer service
- Order accuracy
- Organization and time management
- Computer and systems proficiency
- Teamwork and collaboration
- Problem solving
- Pride in workmanship
Work Environment
- This position operates primarily in a warehouse and fulfillment environment with exposure to moving equipment and varying noise levels. Safety equipment may be required.
Compensation and Benefits
- Competitive hourly rate commensurate with experience.
- Medical, Dental, and Vision insurance.