Customer Support Specialist - Fulfillment

We are looking for a Customer Support Specialist for our Fulfillment department in Carlstadt, NJ who is passionate about providing excellent customer service to our clients and who will maintain and increase industry-leading customer satisfaction scores.

You’ll serve as the primary point of contact for client inquiries related to shipments, warehousing, and account support. This is an on-site, hands on role where you'll be responsible for resolving issues quickly and accurately, maintaining strong client relationships, and ensuring high levels of satisfaction.

Salary Range: $50k-70k

Key Responsibilities:

• Respond to client inquiries via email, phone, and web portal with professionalism and urgency.
• Track and trace shipments, provide ETAs, and coordinate with carriers, transportation partners and warehouse teams.
• Responsible for the timely and satisfactory resolution of customer tickets requiring coordination of activities with the warehouse teams, including order fulfillment, inventory, storage and delivery.
• Address and resolve customer complaints, ensuring a positive customer experience.
• Resolve delivery issues, delays, or service disruptions and escalate as needed.
• Collaborate with internal departments, including operations, dispatch and sales, to ensure customer needs are met.
• Maintain accurate records of customer interactions and service issues in the CRM.
• Identify trends in customer issues and suggest improvements to processes and tools.
• Identify and escalate priority issues to the appropriate channels.
• Providing updates to relevant parties (SLA’s, progress reports, escalations, etc.)
• Attending daily operations and escalation meetings, representing warehouse and merchant considerations.
• Support special projects and cross-functional initiatives focused on operational efficiency and customer satisfaction.

• This is a hands-on role, if you are looking for a fast paced exciting environment, this is for you!

What We Are Looking For:

• 2+ years of experience in customer service
• Strong understanding of the Logistics (Fulfillment or Last Mile) industry is highly preferred
• Bilingual (English/Spanish) an asset
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Detail-oriented with solid problem-solving skills
• Experience with TMS, WMS, or CRM platforms is a plus
• Positive, team-first attitude and a passion for helping others
• Exceptional client service mentality
• Team player with excellent interpersonal skills
• Experience working in a fast-paced start-up to scale-up environment

Why Join Us?

We are innovative, goal-oriented, and are always on the search for energetic and passionate people who are eager to learn and would like to have a rare opportunity to grow within one of Canada's fastest-growing companies.

We offer a workplace where respect, diversity, and inclusion are the cornerstones of our culture. Our team members are encouraged to bring their authentic selves to work, contributing to our collective mission in their unique ways. Aside from an amazing culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family.

If you are eager to make a difference and contribute to a safer workplace, we would love to hear from you.

GoBolt is an equal-opportunity employer that recognizes the value and importance of a diverse workforce. GoBolt is committed to providing assistance during all phases of the employment cycle, including recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness, or disability during any portion of GoBolt’s recruiting process, please let us know by contacting your recruiter's point of contact, and we will do everything we can to accommodate you.