Order Processing and Customer Support Administrator

WHO WE ARE

We Ship Express is an industry leading e-commerce specialized logistics company with over 20 years of compliance and shipping experience. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. We Ship Express is rapidly growing our core business and expanding into new verticals and delivery systems. We are looking for enthusiastic, motivated, and creative people to join our team.

WHO YOU ARE

• The glass is half full kind of person
• Extremely customer focused, able to bring cheer and solutions to any situation
• Willing to step up to challenges
• Enjoys finding the solution…that last puzzle piece
• Ready to be part of a team that supports not only the customer but each other
• Eager to speak up with ideas and observations
• Detailed oriented but sees the forest from the trees
• Keeps calm and steady during the busy times
• Finds joy in learning and discovering new strengths every day

WHAT YOU WILL DO

The Order Processing and Customer Support Administrator is responsible for overseeing daily order flow within the Warehouse Management System (WMS) to ensure timely, accurate and efficient processing. This role manages wave planning and release, monitors order queues, troubleshoots problem orders, special order requests, coordinates escalations with internal departments and tracks outbound volume performance to assist operational goals and customer service expectations. The role also supports Customer Service functions with client outreach on problem orders.

Key Responsibilities

Order Flow & Wave Management

• Manage and release order waves within the WMS based on priority, carrier cutoff times, staffing and operational capacity.
• Monitor order queues and system views to ensure smooth order movement through all fulfillment stages.
• Coordinate order prioritization for expedited, VIP, first time customers, wholesale, weather holds, order notes or special handling orders.
• Ensure wave execution aligns with daily shipping goals and SLA’s

WMS Monitoring & System Management

• Maintain and monitor operational views within the WMS for order status, exceptions, holds and backlog management.
• Identify bottlenecks, aging orders, inventory discrepancies or system errors impacting fulfillment flow.

Exception Handling & Troubleshooting

• Investigate and resolve problem orders, including inventory issues, allocation failures, address errors, payment holds or system exceptions.
• Troubleshoot order processing issues and determine appropriate corrective actions.
• Escalate issues requiring support from Inventory Control, Customer Service, IT or Operations Management.
• Communicate status updates and resolution timelines to impacted departments.

Gift Message & Special Form Processing

• Review and process gift messages, state-required forms or documentation, will call slips accurately and within service timelines.
• Ensure compliance with company procedures and state-specific shipping requirements.
• Coordinate with fulfillment teams to ensure special instructions are executed correctly.

Volume Tracking & Reporting

• Track daily order volumes, wave releases, and shipment throughput
• Monitor outbound performance against operational targets and shipping deadlines.
• Provide updates to leadership regarding backlog risks, volume spikes, order delays or operational concerns.
• Assist in preparing daily operational reports and performance metrics.

Team Coordination & Communication

• Partner closely with warehouse supervisors, customer service, inventory teams, operations and IT support.
• Delegate escalated issues to the appropriate departments and follow through to resolution.
• Promote accuracy, urgency, and accountability within daily operations.

Customer Service Support

• Customer outreach on problem orders that can’t be fulfilled through ticketing system
• Support returns resolution from customer service team and follow through with next steps to get the order re-shipped
• Provide timely and professional support to customers
• Demonstrate strong problem-solving skills, attention to detail, and a customer-first mindset
• Collaborate with all teams to ensure smooth customer experience.

WHAT IS REQUIRED

• Strong knowledge of account management and best practices
• Experience with Warehouse Management Systems (WMS)
• Two or more years’ experience in a customer success, preferably in a logistics-driven environment
• Strong organizational and project management skills
• Excellent communication and presentation skills with keen attention to detail
• Data-driven, analytically oriented with a commitment to process improvement
• Proactive, taking the initiative to get things done on behalf of customers
• Ability to plan and meet schedules
• Able to use all related computer equipment and applications
• Works well in a team environment
• Effective working in both remote and office environments

WHAT WE OFFER

• Opportunity to join a growing industry and company
• Competitive compensation - $22 to $26 per hour, based on experience
• Benefits package includes Medical, Dental, and Vision
• Additional benefits available for Life and AD&D, Disability, Critical Illness, Accident, Hospital Indemnity, Identity Protection, Pet Insurance, and Legal Services
• Flexible Spending (FSA) and Health Savings (HSA) Accounts
• 401K retirement plan with company match
• Profit share eligibility
• Paid time off including and floating holidays
• Coaching and mentoring to take your career to the next level