eCommerce Customer Service & Fulfillment Specialist
Plymouth, MN (On-site)
Posted 2 days ago
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Job Description
The eCommerce Customer Service and Fulfillment Specialist is responsible for supporting our customers throughout the order fulfillment process. This role includes handling customer inquiries, resolving order issues, coordinating with the fulfillment team and ensuring timely and accurate deliveries. Additionally, the Customer Service and Fulfillment Specialist will assist the eCommerce operations team with order fulfillment, ensuring timely and accurate deliveries and a positive customer experience.
- Customer Service (70%)
- Respond to customer inquiries regarding order status, shipping, tracking, cancellations and returns.
- Assist with processing orders, verifying order accuracy and updating customers on their order progress.
- Address and resolve customer complaints including delayed shipments, lost packages, incorrect orders, damaged items, etc.
- Process return requests, coordinate replacements and ensure refunds are handled promptly.
- Coordinate with internal teams and logistics partners to ensure accurate and on-time deliveries.
- Maintain accurate records of customer interactions, orders and resolutions.
- Collaborate with the eCommerce team to monitor inventory levels and communicate stock issues or delays with customers and internal teams.
- Identify common customer pain points and suggest improvements to streamline fulfillment and customer service operations.
- Order Fulfillment (30%)
- Process and manage online orders from multiple sales channels (Amazon, WooCommerce, etc.)
- Pick, pack and ship customer orders
- Ensure accurate order processing and shipment tracking information.
- Highly motivated, self-directed and results driven with the ability to multitask, prioritize and thrive in a fast-paced environment
- Strong problem-solving skills and attention to detail with a customer-first mindset
- Passion for delivering an exceptional customer experience
- High school diploma or GED
- 1+ years’ work experience in eCommerce, customer service or order fulfillment.
- Experience with e-commerce platforms (e.g. WooCommerce, Shopify) and customer service tools (e.g. HubSpot, Zendesk)
- Basic knowledge of shipping carriers (USPS, FedEx, UPS) and their logistics processes.
- Strong computer skills including MS Excel, Word and Outlook
- Experience with Amazon Seller Central
- Experience in the building materials distribution industry
All Surfaces Inc.
All Surfaces is one of the leading flooring and sundries distribution companies in the United States. Our local brands have been part of their communities for decades and in some cases a better part of a century. Our customers have come to trust and depend on our experience and expertise. We are a house of brands, which means we’re committed to continuing the tradition of best practices of our local brands and their teams being part of their communities. We believe All Surfaces is a powerful coalition of all our DNA, our people, our experience and relationships with customers and suppliers alike.When you become a part of All Surfaces, you're not just joining a company, but rather, a community. It's a team where leaders are abundant and experts in their respective fields come together to create something extraordinary. The culture here is built on teamwork and respect, fostering an environment where everyone feels valued and supported. With over 50 locations spread across 16 states, there are ample opportunities for growth and development within our organization. Whether it's in distribution or corporate functions, we have various roles that cater to different skill sets and interests.
