Fulfillment & Customer Support Specialist

Description

At   Printers, we help businesses go further. By combining cutting-edge print capabilities with agile marketing and supply chain solutions, we empower our customers to share their vision, reach new audiences, and achieve measurable results.

At   Printers, you’ll be part of a team that takes pride in doing great work that truly matters—from supporting well-known brands to producing important educational materials. We’re a collaborative, fast-moving group of people who know the print industry inside and out, value quality and craftsmanship, and enjoy learning new technologies together. With supportive, experienced leadership, room to grow, and a culture built on trust, teamwork, and respect, it’s a place where your work is appreciated and your career can grow long term.

BR Printers is seeking an organized, detail-oriented, and customer-focused Fulfillment & Customer Service Specialist to join our Kentucky Airport (KYA) Fulfillment team. This fulfillment position serves as a key point of contact for customers, supporting order processing, shipment coordination, and day-to-day customer service needs.

The ideal candidate is an effective communicator who can manage multiple priorities, resolve customer concerns, and work closely with internal teams to ensure orders are processed accurately and delivered on time. This role requires strong computer skills, attention to detail, and a commitment to providing an excellent customer experience.

This position includes some physical labor. One would need to possess the ability to stand, bend twist, climb and lift up to 50lbs. There would be a 60/40 computer to physical activity split. One would not be limited to just customer service, but other aspects of the fulfillment process as well.

• Answer incoming customer phone calls and respond to emails in a professional and timely manner.
• Serve as a primary point of contact for customer inquiries regarding orders, fulfillment services, inventory, shipping, and delivery status.
• Enter, process, review, and maintain customer orders in the appropriate order management and fulfillment systems.
• Verify order details, including product information, quantities, shipping addresses, delivery requirements, and special instructions.
• Monitor order progress and coordinate with Fulfillment, Shipping & Receiving, Inventory, and Production to ensure timely and accurate processing.
• Track shipments and provide customers with accurate order status and delivery updates.
• Research and resolve customer concerns involving order discrepancies, shortages, damaged products, shipping errors, and delivery delays.
• Communicate customer requests, order changes, and special handling instructions to the appropriate internal departments.
• Assist with coordinating returns, replacements, and order corrections according to established company procedures.
• Maintain accurate customer records, order documentation, and communication history.
• Prepare and update spreadsheets, reports, and other administrative documents using Microsoft Excel, Word, and Outlook.
• Monitor customer emails and follow up on outstanding requests to ensure timely resolution.
• Review inventory availability and communicate potential shortages or fulfillment delays.
• Assist with preparing shipping documentation, tracking information, and other order-related records as needed.
• Escalate unresolved customer concerns or operational issues to the appropriate supervisor or manager.
• Identify opportunities to improve customer service processes, order accuracy, and overall fulfillment efficiency.
• Maintain confidentiality when handling customer, order, and company information.
• Perform other…