Fulfillment & Customer Support Specialist

About Wood Grain Junkie We build tools for people who actually make things. Every product we sell is designed with purpose and built to perform — most of it made right here in our own shop. From router base plates to safety upgrades, we're obsessed with helping makers work smarter, safer, and with more confidence. We're small, we're fast, and we're family-run. No corporate layers, no red tape — just a tight crew that takes real pride in what goes out the door. About the Role You're the last set of hands on every order before it lands in a customer's shop, and you're also the friendly voice they hear from when they have a question. That means you're not just packing boxes — you're the difference between a five-star review and a headache. As our Fulfillment & Customer Support Specialist, you'll own getting orders out fast and flawless, keep our fulfillment space dialed in, handle the prep and assembly work that turns finished parts into ready-to-ship product, and oversee our customer support inbox in Gorgias and Gmail. This isn't a warehouse gig where you clock in and disappear into a routine. It's a hands-on role where your work is visible, your accuracy matters, and you'll actually know the products you're shipping and supporting. What You'll Do Order Fulfillment • Pick, pack, and ship daily orders across Shopify, Amazon, and other platforms — fast and dead accurate • Print and manage shipping labels, packing slips, and tracking info • Keep the fulfillment area sharp, organized, and running like clockwork Customer Support • Oversee customer support daily in Gorgias and Gmail, responding to tickets, emails, and inquiries promptly, professionally, and with a genuine maker-to-maker attitude • Answer questions about orders, shipping status, product compatibility, and how to use our products • Handle returns, exchanges, replacements, and damaged or missing item claims from start to finish• Track down order issues quickly, using your hands-on knowledge of what's in the box and how it shipped • Keep customer communication consistent across Shopify, Amazon, and other channels • Pass along recurring customer questions and product feedback to the team so we can keep improving Inventory & Supplies • Keep a pulse on inventory for finished goods and packing supplies • Make sure Shopify inventory counts are accurate, every single day • Monitor shipping supplies — boxes, mailers, screws, and everything in between — and flag reorders early so we never run short • Help run cycle counts and keep inventory tight Prep & Assembly • Shrink wrap and kit products for orders and inventory • Handle prep and assembly work that gets products order-ready • Label product accurately across our full lineup Product & Inventory Knowledge • Learn our hardware inside and out — fasteners, inserts, components — well enough to catch a mismatch before it ever ships • Master our SKUs and their nuances — variants, bundles, and what sets each one apart • Use that product knowledge to give customers clear, confident answers Team & Communication • Speak up fast when something's off — wrong stock, damaged product, order issues • Check in with the production team daily to flag what fulfillment needs and what customers are asking about What We're Looking For Sharp eye for detail — you catch what others miss, even when it's busy Clear, friendly written communication — you can turn a frustrated customer into a loyal one Rock-solid reliable — you show up, follow through, no drama Quick learner who picks up new systems and processes on the fly Takes ownership and runs with it, no hand-holding required Calm under pressure when juggling packing deadlines and customer messages Brings a great attitude and genuinely wants to be part of a team Experience with order fulfillment, order processing, ecommerc…

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