Order Processing and Customer Support Administrator

Order Processing and Customer Support Administrator

We Ship Express is an industry leading e-commerce specialized logistics company with over 20 years of compliance and shipping experience. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. We Ship Express is rapidly growing our core business and expanding into new verticals and delivery systems.

We are looking for enthusiastic, motivated, and creative people to join our team.

• The glass is half full kind of person
• Extremely customer focused, able to bring cheer and solutions to any situation
• Willing to step up to challenges
• Enjoys finding the solution…that last puzzle piece
• Ready to be part of a team that supports not only the customer but each other
• Eager to speak up with ideas and observations
• Detailed oriented but sees the forest from the trees
• Keeps calm and steady during the busy times
• Finds joy in learning and discovering new strengths every day

The Order Processing and Customer Support Administrator is responsible for overseeing daily order flow within the Warehouse Management System (WMS) to ensure timely, accurate and efficient processing. This role manages wave planning and release, monitors order queues, troubleshoots problem orders, special order requests, coordinates escalations with internal departments and tracks outbound volume performance to assist operational goals and customer service expectations.

The role also supports Customer Service functions with client outreach on problem orders.

• Manage and release order waves within the WMS based on priority, carrier cutoff times, staffing and operational capacity.
• Monitor order queues and system views to ensure smooth order movement through all fulfillment stages.
• Coordinate order prioritization for expedited, VIP, first time customers, wholesale, weather holds, order notes or special handling orders.
• Ensure wave execution aligns with daily shipping goals and SLA’s

• Maintain and monitor operational views within the WMS for order status, exceptions, holds and backlog management.
• Identify bottlenecks, aging orders, inventory discrepancies or system errors impacting fulfillment flow.
• Investigate and resolve problem orders, including inventory issues, allocation failures, address errors, payment holds or system exceptions.
• Troubleshoot order processing issues and determine appropriate corrective actions.
• Escalate issues requiring support from Inventory Control, Customer Service, IT or Operations Management.
• Communicate status updates and resolution timelines to impacted departments.

• Review and process gift messages, state-required forms or documentation, will call slips accurately and within service timelines.
• Ensure compliance with company procedures and state-specific shipping requirements.
• Coordinate with fulfillment teams to ensure special instructions are executed correctly.

• Track daily order volumes, wave releases, and shipment throughput
• Monitor outbound performance against operational targets and shipping deadlines.
• Provide updates to leadership regarding backlog risks, volume spikes, order delays or operational concerns.
• Assist in preparing daily operational reports and performance metrics.

• Partner closely with warehouse supervisors, customer service, inventory teams, operations and IT support.
• Delegate escalated issues to the appropriate departments and follow through to resolution.
• Promote accuracy, urgency, and accountability within daily operations.

• Customer outreach on problem orders that can’t be fulfilled through ticketing system
• Support returns resolution from customer service team and follow through with next steps to get the order re-shipped
• Provide timely and professional support to customers
• Demonstrate strong problem-solving skills, attention to detail, and a customer-first mindset
• Collaborate with all teams…