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Steel City · 1 day ago

Customer Experience & Fulfillment Support Associate

Pittsburgh, PA

Full-time

Onsite

New Grad, Entry Level

Steel City is looking for a Customer Experience & Fulfillment Support Associate to work onsite at their warehouse. This role is responsible for delivering high-quality customer support while also supporting warehouse operations during slower ticket volumes, ensuring customer satisfaction and timely order fulfillment.

ApparelE-CommerceFashionRetail

Responsibilities

Respond to customer inquiries via Gorgias (email, chat, and other channels as needed)

Resolve order issues including:

Shipping delays

Returns & exchanges

Order changes and cancellations

Product questions

Use Shopify to view and update orders, issue refunds, and process exchanges

Follow and contribute to Steel City’s CX SOPs to ensure consistent responses and tone

Flag recurring issues, trends, or product feedback to the operations and leadership team

During lower customer service volume, you’ll support warehouse operations by:

Picking and packing orders

Assisting with returns processing and restocking

Quality checking outbound orders

Helping with inventory organization and general warehouse tasks

Supporting peak shipping days, launches, and seasonal rushed

Qualification

GorgiasShopifyCustomer support toolsAttention to detailWarehouse experienceE-commerce experienceWritten communication

Required

Strong written communication skills

Comfortable using customer support tools (Gorgias experience a plus)

High attention to detail and organization

Willingness to jump between computer-based work and physical warehouse tasks

Reliable, punctual, and able to work onsite consistently

Preferred

Shopify experience

DTC e-commerce or apparel brand experience

Prior warehouse or fulfillment experience

Familiarity with returns/exchange workflows

Company

Steel City

Steel City is an online e-commerce platform that sells fashion products and apparel.

Founded in 2011

Pittsburgh, Pennsylvania, USA

11-50 employees

https://www.shopsteelcity.com

Funding

Current Stage

Early Stage

Total Funding

$12.24M

2022-01-05Series Unknown

2021-10-08Series Unknown· $12.24M

Leadership Team

Brandon Grbach

Founder

Recent News

Pittsburgh Business Times

Pittsburgh-themed retailer Steel City announces new location in revitalized Strip District space

2025-03-04

Newcastle Herald

Steel City Beer ends production after parting with brewing partner

2024-02-18

Australian Financial Review

Winds of change: Offshore zone presents new era for Steel City

2023-08-29

Company data provided by crunchbase