Friday-Sunday 10-8 and Monday 7-5. Four 10 hour shifts

Position Overview

• Customer Service Support role focused on order tracking, coordination, and communication across internal teams and external partners
• Highly fast-paced, operations-driven environment supporting shipment visibility and issue resolution
• Role plays a critical part in customer satisfaction, ensuring timely updates on shipments (delays, tracking, delivery status)
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Manager’s Update

• Track and manage customer orders and shipments (track & trace)
• Communicate updates on shipment status, delays, and risks to stakeholders
• Coordinate with Internal teams (sales, operations, plants)
• Coordinate with External partners (carriers, logistics providers)
• Handle high-volume email communication and phone coordination for urgent issues
• Prepare and validate order-related documentation
• Escalate issues and ensure quick resolution
• Work within internal systems to manage workflows and updates
• Operate independently using task boards/queues with defined priorities
• 0–3+ years in Customer service / support roles OR call center / operations support
• Experience handling High email volume, Customer coordination / issue resolution
• Comfortable working in structured, process-driven environments
• Minimum: High School Diploma / Associate Degree
• Preferred: Bachelor’s degree (not mandatory)
• Experience with Logistics / supply chain / freight / transportation, Call center operations will be ideal

Must-Have Skills (Core Screening Criteria)

• Strong communication skills (email + phone – professional and clear)
• Computer proficiency (non-negotiable): MS Outlook, Teams, basic Excel, Word
• Ability to work in a fast-paced, high-volume environment
• Strong organizational and multitasking skills
• Attention to detail and accuracy in tracking orders
• Ability to work independently after training
• Comfortable handling urgent situations and quick decision-making

Preferred Skills (Good to Have – Not Mandatory)

• Experience in logistics / supply chain / transportation / freight
• Exposure to tools like SAP, Salesforce, FourKites (or similar tracking systems)
• Prior experience in Order management, Shipment tracking / dispatch coordination
• Understanding of logistics terminology of BOL (Bill of Lading), carriers, shipments, etc.
• Call center or high-volume coordination background

The Customer Service Support 1 –

• Customer Enabling will support routine customer enabling activities of the order management process and will help execute well established customer service activities with regards to order intake, confirmation, processing, and fulfillment.
• In this role, you will assist in achieving streamlined and optimized internal processes that promote a seamless customer experience.
• Assist in identifying potential obstacles in the order management internal process and work with other functions and customer facing customer service representatives to take corrective actions as directed.
• Assist in updating internal stakeholders on order status and any issues.
• Support the generation of order related documents as outlined in established processes.
• Support resolution for simple administrative or clerical process issues that follow already defined procedures related to order confirmation, processing and fulfillment.
• Support simple customer orders to confirm credit, contract, pricing, stock allocation, and transportation availability alignment.
• Follow standard procedures regarding order status, invoices, contract balances and share information needed to complete an order to customer facing customer service representatives.
• Handle moderately complex clerical, administrative, technical or customer support issues under general supervision, while escalating more complex issues to appropriate staff.
• Other duties as assigned

Minimum Qualifications

• High school diploma, secondary education level or equivalent
• Two years of related work experience.