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GoBolt · 1 month ago

Customer Support Specialist - Fulfillment

Santa Fe Springs, CA

Full-time

Onsite

Entry, Mid Level

$50K/yr - $70K/yr

2+ years exp

GoBolt is a technology-driven company focused on sustainable ecommerce and last-mile logistics. They are seeking a Customer Support Specialist for their Fulfillment department who will be responsible for managing client inquiries, resolving issues, and maintaining high customer satisfaction.

E-CommerceLast Mile TransportationLogistics

Responsibilities

Respond to client inquiries via email, phone, and web portal with professionalism and urgency

Track and trace shipments, provide ETAs, and coordinate with carriers, transportation partners and warehouse teams

Responsible for the timely and satisfactory resolution of customer tickets requiring coordination of activities with the warehouse teams, including order fulfillment, inventory, storage and delivery

Address and resolve customer complaints, ensuring a positive customer experience

Resolve delivery issues, delays, or service disruptions and escalate as needed

Collaborate with internal departments, including operations, dispatch and sales, to ensure customer needs are met

Maintain accurate records of customer interactions and service issues in the CRM

Identify trends in customer issues and suggest improvements to processes and tools

Identify and escalate priority issues to the appropriate channels

Providing updates to relevant parties (SLA’s, progress reports, escalations, etc.)

Attending daily operations and escalation meetings, representing warehouse and merchant considerations

Support special projects and cross-functional initiatives focused on operational efficiency and customer satisfaction

This is a hands-on role, if you are looking for a fast paced exciting environment, this is for you!

Qualification

Customer service experienceLogistics industry knowledgeTMSWMSCRM experienceBilingual (English/Spanish)Multitasking abilityCommunication skillsProblem-solving skillsTeam playerDetail-oriented