Customer Support Assistant – FedEx Claims & Order Management for eCommerce Wine Brand

Description:
We’re looking for a proactive and detail-oriented customer support assistant to help manage post-order issues for our eCommerce wine brand. The ideal candidate is comfortable calling FedEx, filing claims for lost or damaged packages, communicating with customers to remind them to pick up packages or notify them of missed deliveries, managing customer follow-ups and reships. You should be organized, proactive, responsive, and have great written and spoken communication skills.

Responsibilities:

Call FedEx and other carriers to follow up on lost, delayed, or damaged shipments

File claims and track reimbursements

Manage missed shipments and coordinate with our 3PL

Re-ship orders when necessary and update customers on status

Track open issues and ensure resolution within SLAs

Update customer records and notes in Shopify or CRM

Proactively email or provide phone support to customers regarding order issues

Requirements:

Experience with eCommerce order management (Shopify a plus)

Comfortable speaking on the phone with carriers and customers

Strong written English and communication skills

Detail-oriented, organized, and dependable

Previous experience in logistics, fulfillment, or customer service preferred

Familiarity with platforms like excel

Hours & Availability:

Part-time to start (5–15 hrs/week), with potential to expand

Must be available to call FedEx

Responsive and able to give status updates daily or as needed

To apply:
Please include a short message describing your experience handling customer issues and logistics follow-up, especially any experience dealing with FedEx shipments and claims.