Job Opportunities API

Location : Remote, 9AM to 6PM EST Type : Full-time About the Company Our client is a growing B2B and D2C e-commerce brand focused on providing high-quality products to business and retail customers at scale. The company operates in a fast-paced fulfillment environment where customer experience, shipment accuracy, and proactive communication directly impact brand reputation. As the business continues to grow year-round, the team is looking for a reliable and highly organized E-Commerce Fulfillment & Customer Service Specialist who can serve as the main customer-facing contact while supporting fulfillment, logistics, and internal operations. Role Overview The E-Commerce Fulfillment & Customer Service Specialist will be responsible for managing customer inquiries, shipment updates, order issues, warranty-related concerns, and fulfillment coordination. This person will act as the bridge between customers, fulfillment teams, warehouses, carriers, and internal operations. The ideal candidate has strong e-commerce customer service experience, understands fulfillment and logistics workflows, and can calmly manage complex shipment issues in a fast-moving remote environment. This is a hands-on role for someone proactive, detail-oriented, and comfortable following up until issues are resolved. Key Responsibilities Customer Service and Communication Serve as the first point of contact for customer inquiries related to orders, shipping, product questions, returns, replacements, and warranty claims. Monitor and respond to customer emails and support tickets in a timely, professional, and clear manner. Provide proactive updates to customers regarding order status, delays, shipment issues, and next steps. Handle customer concerns with empathy while clearly explaining company policies, timelines, and available solutions. Prevent communication gaps by ensuring customer inquiries are properly acknowledged, tracked, followed up, and resolved. Fulfillment and Logistics Coordination Coordinate with fulfillment teams, warehouses, carriers, and internal teams to resolve order and shipment issues. Track orders from processing through delivery and identify possible delays, lost shipments, or fulfillment problems early. Support outbound fulfillment workflows, including shipment tracking, order updates, delivery exceptions, and replacement coordination. Assist with B2B (business to business) and D2C (direct to consumer) shipments, including orders involving larger retailers or business customers. Understand and support basic logistics processes involving LTL (less than truckload) shipments, freight coordination, third-party trucking, palletized shipments, and related documentation. Freight and Shipment Documentation Review and understand key freight and logistics documents, including BOLs (bills of lading), shipment details, and carrier information. Escalate freight, LTL (less than truckload), carrier, or fulfillment issues to the appropriate internal team with complete and accurate details. Communicate clearly with fulfillment partners when shipments require investigation, correction, or urgent follow-up. Help ensure shipment records, customer notes, and fulfillment updates remain accurate and easy to track. Order Issues, Returns, and Warranty Support Resolve customer issues related to incorrect items, missing items, damaged products, delayed deliveries, returns, replacements, and warranty claims. Coordinate reshipments or replacement requests when needed, based on company policies and internal approvals. Support warranty-related inquiries by gathering the correct information, reviewing eligibility, and coordinating the next steps. Maintain clear documentation of customer concerns, actions taken, and pending follow-ups. Process Improvement and Operational Support Identify recurring customer service or fulfillment issues and report them to the appropriate team. Help improve communicat