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

We are a Miami-based 3PL company that ships thousands of e-commerce orders every day for a growing portfolio of online brands. We are looking for an experienced Customer Service Virtual Assistant to help our clients’ support teams resolve shipping-related issues quickly, accurately, and professionally.

This is a new role at our company. You would be our first dedicated CS VA, so we are looking for someone who is comfortable working independently, adapting as processes improve, and sharing practical ideas for making the workflow better.

You will not communicate directly with consumers. Instead, you will work with the customer service teams at the brands we fulfill for. When they need help with a shipping or order issue, you will investigate the situation in our warehouse system, coordinate with our internal team, and provide a clear resolution or next step.

What You’ll Be Doing

Your day-to-day work may include:

Investigating delayed, missing, damaged, returned, or incorrectly shipped orders
Checking order history, shipment status, tracking information, inventory activity, and warehouse notes
Reviewing issues such as wrong items sent, address changes, duplicate orders, lost packages, and fulfillment delays
Using our warehouse management system, Warehance, to research and update order-related information
Communicating with our warehouse team through Slack and Telegram when an issue requires action on the floor
Providing clear, professional updates to client brand support teams.

Following each issue through until it is resolved, escalated, or handed off with complete notes
Identifying recurring problems and flagging patterns that may affect multiple orders or clients
Helping us build better support processes, templates, and tracking systems as the role develops
What Success Looks Like

You are likely a strong fit if you can:

Read a ticket, identify the real issue, and know what information to check first
Work carefully inside a WMS without making unnecessary changes to orders
Keep communication concise, accurate, and easy for others to act on
Stay organized while handling multiple tickets and follow-ups
Know when an issue can be resolved independently and when it needs to be escalated
Take ownership of a problem instead of simply passing it along
Required Experience

Please apply only if you have experience with at least some of the following:

E-commerce customer service, logistics support, fulfillment support, or order management
A warehouse management system or shipping platform such as Warehance, ShipStation, Shopify, ShipHero, Extensiv, NetSuite, or a similar tool
Investigating shipment tracking, fulfillment errors, address corrections, returns, or inventory-related order issues
Communicating with internal teams through Slack, Telegram, email, or ticketing systems
Writing clear English updates for clients, teammates, or support teams

You will need reliable internet, a quiet workspace, and the ability to work independently without constant supervision.

Pay and Schedule
Pay: $6.00 per hour
Schedule: Monday through Friday, with availability needed between 7:00 AM and 3:00 PM Eastern Time
Work style: This is a ticket-driven role. Some periods will be busy and others may be quiet. You will be expected to respond to assigned tickets during your agreed coverage hours, but this is not guaranteed to be a full eight-hour day every day.
How to Apply:

Start your application with the word READYTOSHIP.

Then answer the questions below in your own words. We are looking for direct, specific answers based on your actual experience:

What e-commerce, fulfillment, logistics, or customer support experience do you have?
Which warehouse, order-management, shipping, or ticketing systems have you used? Please name the systems and explain what you did in them.
Tell us about one difficult shipping or order issue you personally handled. What was the problem, what steps did you take to investigate it, and what was the final outcome?
Imagine a brand says a customer’s package shows “delivered,” but the customer says they never received it. What are the first three things you would check before responding?
What hours are you available to work between 7:00 AM and 3:00 PM Eastern Time, Monday through Friday?
What is one detail from this job post that stands out to you, and why?

Applications with specific examples, clear steps, and real system experience will receive priority review.

We look forward to hearing from you.