Customer Service Representative – PL Operations

Customer Service Representative – 3PL Operations

Reporting to the Client Services Manager, the Customer Service Representative – 3PL Operations is the frontline account owner for our gaming and media 3PL clients, serving as the primary liaison between our 3PL warehouse operations and these clients. This position is responsible for day-to-day account management, order and shipment coordination, special project management, issue resolution, and service performance reporting. The CSR works closely with the Operations and Sales teams to anticipate potential fulfillment issues while also identifying opportunities to expand the business through increased efficiencies and additional business (growth of share of wallet).

As a member of the Global GCG enterprise, the CSR is responsible for fostering our company culture and modeling our Guiding Principles.

Key Result Areas

• Serve as the main point of contact for assigned gaming and media clients regarding orders, shipments, inventory, and service performance.
• Coordinate inbound receipts, outbound orders, transfers, and returns in alignment with client SLAs, routing guides, and launch calendars.
• Monitor order activity across DTC, marketplace, retail, and B2B channels; proactively identify delays, exceptions, and risks and communicate with clients and internal teams.
• Manage escalated inquiries from client customer service teams related to order status, tracking, delivery issues, damages, and returns, ensuring timely and accurate resolutions.
• Support launches, pre-orders, collector's editions, and promotional drops by coordinating inventory availability, allocation, and shipping priorities with warehouse operations.
• Interpret and apply customer-specific routing guides, labeling, packaging, and compliance requirements for retail and distribution partners.
• Track shortages, overages, damages, and other discrepancies; initiate claims and investigations with internal teams, carriers, and vendors as necessary.
• Support inventory accuracy efforts through inventory inquiries, cycle counts, discrepancy research, and communication of adjustments to clients.
• Generate and distribute daily/weekly/monthly operational reports (on-time ship, fill rate, order accuracy, returns, defects) and participate in client status calls and business reviews.
• Document and maintain client-specific SOPs, escalation paths, and service requirements; ensure internal teams are aligned on expectations.
• Collaborate closely with warehouse leadership, transportation, IT, and account management to resolve issues and drive continuous improvement in service and efficiency.

Required Qualifications

• 3–5 years of experience in customer service, account management, or operations support within a 3PL, distribution, ecommerce, or logistics environment.
• Direct experience supporting gaming, media, entertainment, or collectibles industry clients in a 3PL or fulfillment setting.
• Strong understanding of warehouse and fulfillment processes, including order management, pick/pack/ship, inventory control, and returns.
• Hands-on experience with Warehouse Management Systems (WMS) and/or Order Management Systems (OMS).
• Excellent written and verbal communication skills; able to explain logistics constraints and solutions clearly to both internal teams and external clients.
• Strong organizational skills with the ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
• Proven problem-solving skills and a customer-centric mindset, with experience handling escalations and complex service issues.
• High attention to detail and accuracy in data entry, documentation, and reporting.
• Proficiency with Microsoft Office programs with a focus on Excel, Powerpoint and Outlook; comfortable working in web-based…