Customer Service and Fulfillment Support Representative

Customer Service & Fulfillment Support Representative (Hybrid)

• Provide prompt, accurate, and empathetic customer support via phone, email, and chat
• Assist customers with sizing, color options, product details, order status, and policy questions
• Resolve issues related to shipping delays, returns, exchanges, and order adjustments
• Maintain detailed and organized customer records using Shopify and customer support systems
• Build strong product knowledge across all Kennedy Blue styles, policies, and promotions

Fulfillment & Operations Support (In-Office)

• Partner with the fulfillment team to support daily warehouse operations
• Assist with returns processing (RMAs), including inspection, intake, and system updates
• Support pick, pack, and ship workflows during high-volume periods
• Help verify order accuracy, packaging quality, and outbound shipments
• Assist with carrier coordination, shipping labels, and outbound manifests
• Support operational tasks such as inventory counts, audits, ETA updates, and quality checks
• Communicate fulfillment-related issues or trends back to the customer service team and leadership

Team Collaboration & Process Improvement

• Participate in weekly team meetings and in-office training sessions
• Collaborate cross-functionally with Customer Service, Fulfillment, and Operations
• Identify recurring customer or operational issues and escalate opportunities for improvement
• Support special projects during peak seasons or company initiatives

Requirements

• 3+ years of experience in customer service, client support, or a related role
• Strong written and verbal communication skills
• Ability to resolve issues with professionalism, empathy, and confidence
• Excellent time-management and organizational skills
• Comfortable balancing customer-facing work with operational tasks
• Experience with e-commerce platforms or CRMs (Shopify experience is a plus)
• Willingness to work onsite and support fulfillment operations as needed
• Team-oriented mindset with a positive, collaborative attitude
• Within driving distance of our fulfillment office (St Paul Area)

Compensation & Benefits

• Starting hourly rate: $18, with growth opportunities based on performance
• Health, dental, and vision insurance
• Paid time off and retirement savings plan
• Employee discounts on Kennedy Blue products
• Supportive leadership and a collaborative, growth-focused environment

Work Schedule

• Monday–Friday, 8:30 AM – 4:30 PM
• Hybrid role:
  • Onsite: Monday–Thursday
  • Remote: Friday