Customer Service Associate - (Logistics, E-comm)

Position Summary

This position operates using a Salesforce-like platform to retrieve order, shipment, and account information, ensuring Sales teams receive real-time support to maintain smooth order fulfillment and customer satisfaction.

The role requires strong English communication skills, analytical thinking, and the ability to work efficiently in a fast-paced, high-volume support environment.

• Respond to internal Sales team inquiries via instant messaging, shared inbox, and phone support.
• Provide accurate and timely information related to active orders, shipment status, and system data.
• Use internal CRM or order management platform (Salesforce-like system) to retrieve and validate order and account information.
• Support Sales teams across multiple US geographies and time zones (primarily Central Time ±1 hour).
• Monitor and manage shared inbox queues to ensure timely response and resolution of requests.
• Troubleshoot and resolve basic order and shipment-related issues or escalate when necessary.
• Maintain high levels of responsiveness and accuracy in all communications.
• Collaborate with internal teams to ensure order visibility and shipment accuracy.
• Document interactions and updates accurately within internal systems.
• Ensure adherence to service level agreements (SLAs) and operational guidelines.
• Support continuous improvement by identifying recurring issues and process gaps.

• Bachelor’s degree or equivalent work experience preferred
• Experience in customer service, inside sales support, order management, logistics, or supply chain support is an advantage
• Experience working in a BPO or shared services environment is highly preferred
• Strong English communication skills (minimum B2 level or higher required)
• Excellent verbal and written communication skills
• Strong problem-solving and analytical thinking skills
• Ability to work in a fast-paced, high-volume support environment
• High attention to detail and accuracy in data handling
• Strong multitasking and time management skills
• Comfortable working night shift / graveyard shift schedules
• Team-oriented with strong collaboration skills
• Experience using CRM or order management systems (Salesforce or similar platforms preferred)
• Proficiency in MS Office tools (Excel, Outlook, Teams)
• Ability to navigate multiple systems while handling live inquiries