Customer Support Specialist - Fulfillment & Logistics

Company Overview Ship Central is a fast-growing fulfillment and logistics company providing warehousing, inventory management, order fulfillment, shipping, and distribution support for a variety of customers. Our Utah operation supports day-to-day fulfillment activities including receiving, inventory control, picking, packing, shipping, returns, and customer support. We work closely with our clients to help ensure orders are processed accurately, efficiently, and on time. At Ship Central, we value teamwork, accountability, communication, and continuous improvement. We are focused on creating an organized, fast-paced environment where employees can contribute to the success of both our customers and our operation. Job Overview Ship Central is looking for a Customer Support Specialist – Fulfillment & Logistics to manage daily customer support requests and help keep customer orders moving efficiently. This position serves as a primary point of contact for customers with questions regarding orders, inventory, fulfillment, and shipments. The Customer Support Specialist will work within our Warehouse Management System (WMS) and other internal systems to research customer concerns, identify issues, and coordinate solutions. This is an ideal position for someone who understands fulfillment and parcel shipping, enjoys investigating and solving problems, and can clearly communicate solutions to customers. Responsibilities Monitor, prioritize, and resolve daily customer support tickets within established response-time expectations. Respond to customer questions regarding orders, inventory, fulfillment, and shipping. Research orders, inventory levels, and shipment status within the Warehouse Management System (WMS). Investigate lost or delayed packages, carrier exceptions, address corrections, mis-shipments, damaged packages, and other shipping concerns. Coordinate with carriers such as UPS, FedEx, and USPS to locate packages, open claims, request reroutes, and resolve delivery issues. Work closely with warehouse and operations employees to investigate inventory discrepancies and fulfillment errors. Provide customers with clear and professional updates throughout the resolution process. Escalate complex, urgent, or high-priority issues to the appropriate team with accurate and complete information. Maintain accurate and current customer support ticket records. Properly categorize, document, and update support cases within the helpdesk system. Identify recurring customer or operational issues and communicate trends to management. Recommend improvements to internal processes, customer communication, and knowledge-base resources. Work collaboratively with Operations, Warehouse, Shipping, Inventory, and other departments to resolve customer concerns. Maintain confidentiality and professionalism when handling customer and company information. Perform other related duties as assigned. Required Qualifications Minimum of 2 years of customer support experience , preferably within e-commerce, fulfillment, logistics, warehousing, distribution, or a 3PL environment. Hands-on experience using a Warehouse Management System (WMS) for order lookup, inventory research, and/or shipment tracking. Working knowledge of parcel and small-package shipping . Familiarity with major carriers such as UPS, FedEx, and USPS. Understanding of shipping labels, tracking information, delivery exceptions, and carrier claims. Strong problem-solving and investigative skills. Ability to research an issue from beginning to end and determine an appropriate solution without requiring step-by-step direction. Strong written and verbal communication skills. Ability to communicate professionally and clearly with customers. Strong attention to detail and organizational skills. Ability to manage multiple customer concerns and priorities in a fast-paced environment. Basic computer proficiency and the ability to work within multiple systems. Preferred Qualifications Previous experi…

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