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Wallhack

E-commerce Customer Support & Logistics Coordinator

Fuldtid

Permanent

Njalsgade 21, 2300 København S, Danmark

SE PÅ KORT
ID: 2881805
|
Indrykket for 33 dage siden

About the Role

Join WALLHACK as a versatile specialist overseeing three core areas: customer support, logistics coordination, and e-commerce administration. You’ll be the backbone of our operations, ensuring seamless order fulfillment, optimizing last-mile delivery, and enhancing customer satisfaction. This role offers the chance to grow within a dynamic startup environment while directly impacting our global customer experience.


Key Responsibilities


Customer Support Excellence

  • Resolve global customer tickets and collaborate with carriers/3PLs to ensure timely order fulfillment.

  • Update and maintain customer care SOPs to align with company goals and ensure our regional customer care facilitators are up to date

  • Proactively communicate with customers about order exceptions (e.g., address changes) to prevent delivery delays.

  • Identify and share last-mile efficiency opportunities with the team.

  • Stay updated on customer care software and tools to optimize service workflows.

  • Act as the first point of contact for customer inquiries across email, chat, and phone, providing timely and outstanding technical assistance.

  • Manage customer complaints, inquiries, and escalations professionally, ensuring swift resolution.

  • Oversee customer interactions on platforms, ensuring positive engagement with our customers.

  • Document customer interactions, identify recurring issues, and collaborate with internal teams to improve processes.

  • Provide actionable feedback to departments to address customer pain points and improve our offerings.

  • Use tools like Gorgias and Shopify to manage tickets and orders, ensuring smooth operations.

  • Handle negative review management on platforms like Amazon, addressing concerns to enhance customer satisfaction.


E-Commerce Administration

  • Maintain and update product data in the PIM system for new launches.

  • Optimize Shopify integrations with 3PLs/carriers to automate tracking and fulfillment.

  • Improve automation workflows across e-commerce platforms.

  • Conduct daily checks with 3PLs to address missed/delayed orders.


Logistics Coordination

  • Manage KOL (Key Opinion Leader) bulk shipping, order creation, and tracking.

  • Coordinate with freight forwarders to organize shipments and ensure accurate documentation (e.g., customs, invoices).

  • Proactively track shipments and resolve delays with 3PLs (third-party logistics providers).

  • Monitor Shopify inventory levels to prevent stockouts and update 3PL IMS systems to resolve order errors.


Skills & Qualifications

Required

  • 2+ years of experience in logistics coordination and e-commerce customer service.

  • Proficiency with Shopify, ERP systems, and IMS platforms.

  • Strong understanding of last-mile optimization and 3PL/carrier workflows.

  • Detail-oriented problem solver with a track record of improving processes.

  • Startup mindset: proactive, adaptable, and eager to take ownership

Preferred

  • Experience with PIM systems, Gorgias and e-commerce automation tools.

  • Knowledge of global shipping documentation (e.g., customs forms).

  • Gaming enthusiasts advantageous but not essential.


Why Join WALLHACK?

  • Impact: Directly shape customer experiences and logistics strategies.

  • Growth: Opportunities to expand your role in a fast-paced startup.

  • Innovation: Work with cutting-edge tools to streamline e-commerce workflows.


Apply Now

If you thrive in multitasking, love turning challenges into solutions, and want to grow with a passionate team, we’d love to hear from you!

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