Senior Customer Service Specialist – Logistics & Supply Chain

Fulfillment Hub USA is a third-party logistics (3PL) provider specializing in warehousing, order fulfillment, shipping, returns management, kitting, repacking, and value-added logistics services. We help businesses streamline their supply chain operations by providing reliable, efficient, and scalable logistics solutions. We are looking for a highly responsible, proactive, and detail-oriented Logistics Customer Service Specialist who understands that exceptional customer service in logistics requires more than answering emails and phone calls. It requires ownership, operational awareness, strong follow-through, and the ability to anticipate problems before they affect our clients. Position Summary The Logistics Customer Service Specialist will serve as a key point of contact between our clients and internal warehouse operations, ensuring that customer requests, order updates, shipping inquiries, inventory questions, and operational issues are handled accurately, professionally, and promptly. The ideal candidate has hands-on experience in logistics, warehousing, order fulfillment, shipping, or third-party logistics (3PL). This individual must be comfortable working in a fast-paced environment, managing multiple priorities, coordinating with warehouse teams, and maintaining clear communication with clients. We are looking for someone who takes ownership of their responsibilities, pays close attention to detail, follows through on commitments, and works independently while collaborating effectively with the broader team. Key Responsibilities Customer Communication & Account Support Serve as a primary point of contact for assigned clients regarding fulfillment activities, order status, shipping updates, inventory inquiries, returns, and other logistics-related requests. Respond to customer inquiries by email, phone, and other communication channels in a timely, professional, and solution-oriented manner. Provide accurate updates regarding order processing, shipment status, delivery expectations, inventory availability, and operational issues. Build strong working relationships with clients by understanding their business needs, service expectations, and operational requirements. Maintain professional communication, manage expectations, and ensure clients receive consistent and reliable information. Follow up proactively on outstanding requests instead of waiting for customers to request updates. Warehouse & Fulfillment Coordination Coordinate with warehouse supervisors, inventory personnel, shipping and receiving teams, and other internal stakeholders to address customer requests. Monitor order fulfillment progress and follow up on picking, packing, labeling, kitting, repacking, and shipping activities as needed. Investigate discrepancies involving inventory, order quantities, product identification, shipping documentation, and fulfillment accuracy. Communicate operational priorities and customer requirements clearly to the appropriate warehouse personnel. Follow up on delayed orders, receiving discrepancies, fulfillment exceptions, and other issues that may affect service levels. Support the coordination of returns, exchanges, and other reverse logistics activities. Verify relevant operational information before communicating updates or commitments to customers. Escalate warehouse-related issues promptly when they require management attention or could affect customer satisfaction. Order Management & Shipment Tracking Monitor customer orders throughout the fulfillment process, from order entry or release through shipment and delivery. Track shipments and investigate delays, missing packages, delivery exceptions, and other transportation-related issues. Coordinate with carriers, shipping partners, and internal teams to obtain updates and resolve shipping concerns. Review order information, shipping labels, tracking details, and relevant documentation for accuracy. Maintain accurate records of customer requests, order updates, shipm…

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