Company Overview OnFulfillment has been a pioneer in web-based fulfillment solutions and software since 1999. With a global user base exceeding 900,000 and over 15 years of industry experience, we are dedicated to leveraging innovative technology to help our clients stay ahead of their competition. Our team is committed to delivering exceptional client service and cutting-edge solutions that drive success. Job Overview OnFulfillment is seeking an experienced Customer Service Representative II to join our Customer Service team. This role is ideal for a detail-oriented, customer-focused professional who enjoys managing customer accounts, coordinating orders and projects, and working cross-functionally with operations, warehouse, shipping, inventory, purchasing, and print production teams. The Customer Service Representative II serves as the primary point of contact for assigned customer accounts and is responsible for ensuring customer requirements are completed accurately, professionally, and on schedule. This position requires strong communication skills, sound judgment, problem-solving ability, and the ability to manage multiple priorities in a fast-paced fulfillment and production environment. The CSR II also supports team development by sharing best practices, assisting with onboarding and cross-training, and serving as a resource for Customer Service Assistants and Customer Service Representative I team members. Duties Responsibilities include, but are not limited to: Customer Account Management Serve as the primary point of contact for assigned customer accounts. Build and maintain positive customer relationships through professional communication and responsive service. Manage customer requests, inquiries, and project requirements. Ensure customer expectations, service level agreements, and delivery commitments are met. Provide proactive updates regarding order status, inventory levels, production schedules, and shipments. Order and Project Coordination Review, enter, and process customer orders accurately. Coordinate fulfillment, kitting, promotional products, print-on-demand, and distribution projects. Create and manage work orders and shipping requests. Monitor project timelines and communicate potential risks or delays. Coordinate customer approvals and project requirements. Operational Coordination Collaborate with Warehouse, Inventory, Purchasing, Shipping, and Production departments. Monitor open orders and aging reports. Assist in resolving inventory discrepancies and fulfillment issues. Coordinate special handling instructions for customer programs. Maintain customer-specific procedures and documentation. Problem Resolution Investigate and resolve order discrepancies, shipping exceptions, damaged shipments, and service-related issues. Escalate complex issues as necessary. Identify root causes of recurring customer concerns and recommend improvements. Maintain accurate records of customer communications and issue resolution activities. Reporting and Data Management Prepare customer reports and status summaries. Maintain accurate account information within company systems. Review data for accuracy and completeness. Track customer program metrics and open action items. Team Support Provide training and support to Customer Service Assistants and CSR I employees. Share best practices and procedural knowledge. Assist with onboarding and cross-training activities. Serve as a resource for routine operational and customer service questions. Qualifications Education High School Diploma or GED required. Associate degree or coursework in Business, Communications, Operations, or a related field preferred. Experience Minimum 3-5 years of customer service, account management, fulfillment, logistics, print, promotional products, or related experience. Experience managing customer accounts with minimal supervision. Experience working in warehouse, fulfillment, e-commerce, distribution, or print production environments preferred. Knowledge and Skills Strong customer relationship management skills. Excellent verbal and written communication skills. Strong organizational and time-management abilities. Ability to manage multiple customer programs concurrently. Strong attention to detail and follow-through. Working knowledge of fulfillment processes, inventory transactions, shipping procedures, and order management systems. Intermediate Microsoft Office skills, especially Excel and Outlook. Strong analytical and problem-solving abilities. Ability to work independently and make sound decisions. Ability to maintain professionalism when managing customer issues or competing priorities. Join us at OnFulfillment where your enthusiasm fuels exceptional client experiences! We're dedicated to empowering our team members with the tools they need to succeed while fostering a lively environment that celebrates proactive service excellence.

Pay:

$30.00 - $33.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person