Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
Partner with peers to identify tickets that are stalled, mis-categorized, or at risk of breaching SLA and take immediate action to move them forward
Own the triage and resolution of all escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions
Communicate resolution status to customers and internal stakeholders with clarity, professionalism, and appropriate urgency
Provide informal feedback and encouragement to team members to reinforce quality standards and a culture of accountability

3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
Demonstrated experience handling complex customer escalations and high-priority issue resolution with professionalism and urgency
Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations
Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail
Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders
Experience with ticketing systems, WMS, or ERP platforms preferred
Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands.

Customer Support Associate

Key skills