E-Commerce Customer Support Representative (WMS / Order Issues)

We're a 3PL company based in Miami, FL, shipping thousands of packages every day for a range of e-commerce brands. We're growing our customer service team and looking for an experienced CS representative to help keep our clients' shipping operations running smoothly.

This role is a strong fit for someone with a background in e-commerce and hands-on experience using a WMS such as Warehance, ShipStation, or a similar platform. If you've managed orders and resolved shipping issues before, you'll get up to speed quickly.

To be upfront, this is a new position for us. You'd be our first CS VA, so expect our processes to evolve as we build this role out together. We're looking for someone who's open to change and willing to share ideas. If you like having input on how things are done and seeing your suggestions put into action, you'll do well here.
What you'll be doing: The brands we ship for have their own customer service teams, and when they run into a shipping problem like a delayed order, wrong item, lost package, or incorrect address, they come to us. You'll be the point of contact who investigates the issue, finds out what went wrong, and resolves it. You won't be working with end consumers directly, just the support teams from our client brands.

You'll handle these issues inside our warehouse system, Warehance, and coordinate with our team through Telegram and Slack.

What we're looking for:

-Experience in e-commerce customer service or logistics support
-Hands-on experience with a WMS (Warehance, ShipStation, or similar)
-Strong written English and clear communication
-Solid attention to detail and the ability to follow an issue through to resolution
-Reliable internet, a quiet workspace, and the discipline to work independently

Pay and schedule: $6.50 per hour. Working hours fall between 7am and 3pm EST, Monday through Friday. The role is flexible since you only work when there are open tickets, so you won't be tied to a full eight-hour shift. When tickets come in, you handle them. When it's quiet, your time is your own.

To apply: Start your message with the word SHIPSHAPE so we know you read the full post. Include a brief summary of your relevant experience, an example of a time you resolved a difficult customer or shipping issue, and your available hours in Eastern Time.

We look forward to reviewing your application.