Responsibilities
- Process and manage orders from Shopify and other connected sales channels with a high degree of accuracy.
- Handle subscription-based orders, including recurring subscriptions, fixed-duration subscriptions, add-ons, and gifts.
- Coordinate fulfillment workflows involving mailed letters, shipped first letters with tracking, and physical products.
- Ensure correct order status updates, fulfillment tagging, and tracking information across systems.
- Work closely with printing and fulfillment partners to ensure files, quantities, and schedules are accurate.
- Monitor fulfillment timelines and ensure service level expectations are consistently met.
- Manage Recharge-related subscription logic in coordination with Shopify orders.
- Understand and follow subscription rules such as renewals, non-renewing gifts, add-ons, and first-letter fulfillment rules.
- Assist with troubleshooting subscription issues related to billing, fulfillment, and order status.
- Manage and respond to customer service tickets related to orders, shipping, subscriptions, and delivery expectations.
- Investigate and resolve fulfillment-related issues such as missing mail, delayed shipments, incorrect items, or address concerns.
- Communicate clearly, professionally, and empathetically with customers and internal stakeholders.
- Document resolutions and recurring issues for future reference and process improvement.
- Maintain and update fulfillment trackers, spreadsheets, and internal documentation.
- Use Google Sheets and related tools to track orders, letter assignments, and fulfillment status.
- Ensure data accuracy across spreadsheets, internal tools, and platforms.
- Prepare simple reports or summaries related to fulfillment performance and issues.
- Identify inefficiencies, recurring errors, or bottlenecks in the fulfillment process.
- Propose and help implement improvements to workflows, documentation, and quality checks.
- Assist in creating or updating standard operating procedures for fulfillment and customer service tasks.
- Support cross-functional initiatives related to scaling fulfillment operations and improving accuracy.
- Monitor day-to-day health and usage of fulfillment-related applications and tools.
- Validate that integrations between platforms are functioning as expected.
- Identify system issues, inefficiencies, or inconsistencies affecting fulfillment or customer experience.
- Document system-related observations and work with internal teams or external partners to resolve issues.
Requirements
- Extremely detail-oriented with strong attention to accuracy and consistency.
- Proven experience with order fulfillment, logistics, operations, or customer service ticket handling.
- Strong working knowledge of Shopify.
- Ability to manage and resolve customer service tickets efficiently and professionally.
- Excellent written English communication skills, with the ability to write clear, polished, and customer-friendly responses.
- Proficiency with spreadsheets and documents, especially Google Sheets and Google Docs.
- Experience using Google Workspace tools, including Gmail, GChat, and GMeet.
- Ability to manage multiple tasks, deadlines, and data sources without losing accuracy.
Nice to Have
- Experience handling customer service inquiries related to fulfillment or subscriptions.
- Familiarity with Etsy and Amazon order management.
- Experience using CRM or ticketing systems.
- Background in subscription-based businesses or recurring order models.
- Experience working with fulfillment partners, printers, or third-party logistics providers.
