Fulfillment Specialist

Job Title: Fulfillment Specialist Officer

Role Overview

The Fulfillment Specialist Officer is responsible for the accurate and timely processing of orders across all sales channels. This role requires a high level of attention to detail, strong organizational skills, and the ability to manage subscription-based fulfillment workflows. The position also supports customer service ticket handling related to orders, shipping, and subscriptions, and contributes to improving fulfillment processes through strategic analysis and documentation.

Schedule: 9am - 5 pm EST

Key Responsibilities

Order and Fulfillment Management

• 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.

Subscription and Platform Management

• 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.

Customer Service Support

• 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.

Data, Documentation, and Reporting

• 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.

Process Improvement and Strategic Support

• 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.

Systems and Application Monitoring

• 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.

• 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.
  
  Preferred or Plus Qualifications
• 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.
  
• Success in This Role Looks Like
• Orders are fulfilled accurately and on time with minimal errors.
• Subscription rules are consistently followed without manual rework.
• Customer service tickets are handled promptly, clearly, and professionally.
• Customer issues related to fulfillment are resolved efficiently.
• Fulfillment processes become clearer, more reliable, and easier to scale over time.