E-commerce Customer Support & Logistics Coordinator

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!