Fulfillment Support Specialist

The Mom Project is excited to partner with a female founded team that delivers the best corporate gifting experiences in the world through best-in-class white glove service, product expertise, in-house fulfillment capabilities, and a leading proprietary technology platform. They are seeking a part-time, experienced Fulfillment Support Specialist to join their rapidly-growing, profitable, boot-strapped company.

If you are passionate about solving problems and delivering delightful user experiences through software, you may be a great candidate. You are able to learn software systems quickly with support from seasoned team members to guide you along the way. You have experience managing logistics, operations, and/or fulfillment projects, and are comfortable balancing long term projects against fighting fires as they pop up. We’re looking for someone who is comfortable cross-collaborating with multiple teams and stakeholders. This is a new role at a high growth company with the opportunity to improve processes and make your mark as we grow.

This role is currently positioned as half-time (20 hours/wk) with a competitive hourly rate and the possibility of expanding to a full time role in the future. We have been a fully-remote company since inception and works with team members in all North American time zones.

RESPONSIBILITIES:

• Supporting Fulfillment Success: Work with our client-facing team members to collect requirements and define success for fulfillment of client projects. Advise CS team in early stage planning for complex project fulfillment by having a deep understanding of the CS motive, fulfillment tooling, and warehouse practices, and weigh in on the best way to achieve the request.
• Fulfillment Request Set Up and Management: Assist with complex project setup using our fulfillment management system to ensure that SOP is being followed and that all details are clearly communicated between Client Services and Warehouse teams to ensure successful fulfillment; collaborate with our International Operations Manager on projects shipping overseas. Proactively monitor our fulfillment management system to anticipate issues with projects before they come up.
• Escalated Software Support: Unblock the warehouse team by helping to troubleshoot and resolve errors as they arise. Escalate complex cases to relevant technical teams, and follow through to resolution. Balance time sensitive requests with less urgent projects.
• Internal Documentation and Training Support: Work with the product management team to understand new releases and help aid in training and documentation to help support internal adoption and understanding of new features, fixes, and processes.
• Share Feedback and Insights: Recognize and document patterns and user experience pitfalls and escalate those to the product team for consideration for future roadmap prioritization. Provide feedback on early concepts and solutions based on your experience with the software and its users.
• Customer Support: Work directly with customers and shipping carriers as needed to resolve fulfillment issues, using our support ticketing platform.

REQUIREMENTS:

• Bachelor’s degree
• 2+ years of experience in operations support, supply chain management, product specialist support, or similar role.
• Highly organized and detail oriented, with strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain complex issues in simple terms and interface with both internal teams and external vendors.
• A customer-first mindset, with a passion for delivering exceptional service.
• Technical proficiency with software applications and the ability to learn new systems quickly.
• Experience with fulfillment software and support ticketing systems.

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