Customer Service Fulfillment Coordinator

Menlo Park, CA 94025 | Contract

Post Date: 08/08/2018 Job ID: 22678 Industry: Customer Support

As the Customer Service Fulfillment Coordinator, you’ ll be assisting the Customer Service Specialist team with day-to-day operations while focusing on resolving shipping and logistics challenges.

In this challenging role, you’ ll be surrounded by a passionate team of individuals that are dedicated to the common goal of connecting the world through virtual reality.


Long-term Vision:
  • Assist the Customer Service Fulfillment Specialist in designing an effective, long-term support strategy that will deliver a top-tier customer experience.
  • Collaborate with Logistics and Support team in managing relationships with the distribution centers to uphold the standards of  Customer Support.


Daily tasks would include:
  • Working closely with the Fulfillment Specialist to triage customer escalations regarding order processing issues, shipping and returns management from all available support channels via existing tools.
  • Using strong communication and logical problem solving skills to improve  support experiences and troubleshoot hardware and software issues.
  • Communicating between customers and our warehouses to answer inquiries, provide updates/resolutions, and assist the Customer Service Fulfillment Specialist.
  • Leveraging all available tools to: query and interpret raw data, analyze trends, organize batches of information, and create reports.
  • Monitoring critical activities and updates from the distribution and fulfillment centers to relay time sensitive information and communicate it to various departments, as needed.
  • Analyzing distribution and fulfillment center data to ensure its integrity and alert the Customer Support and Logistics teams of errors or discrepancies that could disrupt operations or impact customer experience.

  • 1+ years of customer service experience - required. The ideal candidate will be able to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction.
  • Ability to thrive in a fast-paced start-up environment - required.
  • Experience in Logistics and/or fulfillment operations - required.
  • Strong communication skills, both verbal and written - required.
  • Excellent organizational skills and ability to manage multiple ongoing projects - required.
  • Proficient in Excel (organizing, formatting, and calculating data with various formulas) and data reporting experience with multiple ERP systems - required.
  • Knowledge of the gaming and/or consumer electronics industries - plus.
  • Experience in computer software, hardware, or game development - plus.

Education:: High School Diploma
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