Escalation Coordinator

Job Summary

Reporting Structure

• Reports to: Operations Manager
• Non-supervisory position

Key Responsibilities

• Manage the Shipping Distribution inbox and monitor incoming tickets, escalations, return label requests, and order updates throughout the day
• Print and assign pick tickets from systems such as NetSuite and IFS for warehouse processing
• Maintain and update Excel shipment trackers, including order logging, ship dates, tracking details, and completed shipments
• Track shipment and order status through internal systems and communicate updates to internal stakeholders
• Triage and resolve shipping escalations by identifying priority issues versus routine requests
• Generate and assign return labels, ensuring proper documentation and routing
• Coordinate with warehouse and receiving teams to resolve inventory and shipping issues (damaged goods, mislocated products, etc.)
• Serve as the primary internal point of contact for shipping distribution and order status
• Perform additional duties as needed to support operations

Qualifications & Skills

• Experience with order management systems such as NetSuite and IFS
• Strong Excel skills with high attention to detail and data accuracy
• Ability to prioritize and resolve shipping escalations effectively
• Experience working across multiple systems simultaneously
• Strong written communication skills for internal updates
• Excellent organizational and time management skills in a fast-paced environment
• Ability to manage multiple priorities while maintaining accuracy and responsiveness
• Background in shipping coordination, logistics, warehouse operations, or order management preferred
• Experience in distribution, fulfillment, or supply chain environments is a plus
• High school diploma or equivalent required

Work Environment

• Warehouse environment
• Standard hours typically between 8:00 AM – 5:00 PM
• Flexibility required based on operational needs

Physical Requirements

• Ability to stand, walk, bend, and move throughout the workday
• Ability to lift up to 25 pounds regularly and up to 50 pounds occasionally
• Ability to use standard office and warehouse equipment (computers, scanners, printers)
• Perform repetitive data entry and tracking tasks
• Maintain attention to detail in a high-volume environment