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Job Description
About us Warwood Tool is a small business in Wheeling, WV. Our goal is to continue the legacy of providing high-quality, USA made hand tools. Join our talented team at a global tool company focused on providing the highest quality hand tools to our family of customers .
Main Objective:
The Web Service and Shipping Coordinator will be the voice of Warwood Tool in terms of customer service, e-commerce emails, coordinating refunds/returns, will be responsible for warehouse inventory management and accuracy as well as order picking/packing and shipping. The ideal candidate for this role is a detail-oriented, highly organized professional with a strong customer-first mindset and the ability to manage multiple priorities in a fast-paced environment. This individual excels at delivering responsive, professional customer service across email and web channels, effectively resolving inquiries. They possess experience in inventory management and shipping. Strong communication skills, problem-solving ability, and a collaborative approach are essential, along with comfort using e-commerce platforms, inventory systems, and shipping tools to drive operational efficiency and customer satisfaction. Key Responsibilities Respond to customer inquiries via email and web platforms in a timely, professional manner, ensuring a high level of customer satisfaction. Resolve returns, exchanges, refunds, warranty claims, and order issues professionally while protecting brand reputation and company margins. Maintain and monitor e-commerce order flow, ensuring orders are processed accurately and efficiently. Use HubSpot tickets to assign priority to open issues and route work to the appropriate person when ownership belongs with accounting, purchasing, inside sales, or shipping. Pick, pack, and ship customer orders with attention to accuracy, quality, and timeliness. Prepare shipping documentation, labels, and coordinate carrier pickups or drop-offs. Track shipments and proactively resolve delivery issues or delays. Maintain accurate warehouse and finished goods inventory, including performing cycle counts and inventory audits. Investigate and reconcile inventory discrepancies to ensure data accuracy across systems. Organize and maintain warehouse space to support efficient storage and order fulfillment. Collaborate with internal teams (sales, customer service, operations) to ensure seamless order processing and issue resolution. Utilize e-commerce platforms, inventory management systems, and shipping software to perform daily tasks and maintain accurate records. Identify opportunities to improve processes related to customer service, fulfillment, and inventory control. Check Shopify and ShipStation for possible address errors, order errors, and shipment exceptions, then correct or escalate them quickly. Qualifications High school diploma or equivalent required; associate or bachelor's degree in business, supply chain, or a related field preferred. 2-3+ years of experience in customer service, e-commerce operations, warehouse operations, or order fulfillment. Strong written communication skills with experience handling customer inquiries via email or web-based platforms. Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce, Amazon Seller Central) and order management systems. Experience processing returns, refunds, and resolving customer issues in a professional and timely manner. Working knowledge of inventory management practices, including cycle counting and reconciliation. Hands-on experience with picking, packing, and shipping processes in a warehouse or fulfillment environment. Familiarity with shipping software and carriers (e.g., UPS, FedEx, USPS) and label creation tools. Strong attention to detail and commitment to accuracy in inventory, order processing, and data entry. Ability to multitask, prioritize work, and meet deadlines in a fast-paced environment. Basic proficiency in Microsoft Office (Excel, Outlook, Word) or similar tools. Ability to lift and move packages (typically up to 25-50 lbs) and perform physical warehouse tasks as needed. Strong problem-solving skills and a proactive, team-oriented mindset.
Incidental Duties:
The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Job Type:
Full-time Projected Total Compensation:
From $20.00 per hour
Benefits:
401(k) 401(k) matching Health insurance Paid time off
Experience:
Customer service: 2 years (Required) Shipping & receiving: 1 year (Preferred) Shift availability: Day Shift (Required) Ability to
