Customer Service Associate-Contract

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WHO WE ARE ADVOC8 is an experiential communications agency. We work with corporate brands, nonprofits, and associations to tell their stories by transforming existing mediums into experiences that build lasting connections. We use the power of strategy-based experiential storytelling to partner with brands boldly seeking to change perceptions, actions, and beliefs. We prefer to push boundaries with our creativity and innovate beyond the industry expectations while offering a fluid project management process. We build lasting relationships with our clients and consider ourselves extensions of their team. At ADVOC8, our approach to creativity is collaborative. All ideas are welcome, curiosity is encouraged, and growth is a priority. Our Brand Merchandise operation, &drop specializes in out-of-the-box and unexpected moments. We design, produce, and fulfill unboxing experiences of branded merchandise and custom products that are big, bold, creative, and game-changing. Anybody can slap a logo on a t-shirt. We can make it an experience. What's the Job? We are looking for a proactive and detail-oriented Customer Associate to join our team. You will be instrumental in driving the growth of ADVOC8’s brand merchandise and warehouse team, &drop. This role is not just customer service—it’s a hybrid of customer support, logistics coordination, community engagement, and operational troubleshooting. This role requires cultural awareness & soft skills for brand representation. This role is crucial in supporting merchandise and fulfillment projects for our clients, ranging from small tasks to large-scale initiatives. The ideal candidate will engage with both customers and internal stakeholders to ensure the seamless resolution of service requests while managing the process from start to finish. They will also drive proactive reporting and outreach efforts to preempt customer service issues and elevate the overall customer experience. Responsibilities In this role, you will report to the Customer Service Lead, and support the Director of Operations in delivering results for our clients, improving profitability, and exploring opportunities to expand the business line. You will be responsible for the following: Providing exceptional support to customers and internal teams by resolving service requests promptly and efficiently. Oversee the fulfillment and merchandise processes, ensuring accuracy and timely completion. Manage orders, including changes, rush requests, reshipments, refunds, and cancellations. Monitor orders, proactively identifying and addressing potential service concerns. Execute proactive reporting and outreach initiatives to enhance customer satisfaction. Proactively troubleshoots shipping issues (delays, customs holds, lost packages) instead of just submitting claims and waiting. Understands international logistics, carrier delays, and fulfillment workflows to predict and prevent problems before they escalate. Works directly with warehouse teams to verify inventory, ensure fulfillment accuracy, and flag potential issues before they impact customers. Actively follow up on pre-transit orders, returns, and other delivery issues. Utilize technical tools and platforms to track, manage, and optimize operational workflows. Maintain detailed records of customer interactions, order statuses, and issue resolutions. Requirements Our perfect candidate… Has 2+ years of experience in customer service within eCommerce and brand merchandise. Is technically proficient and familiar with computers and cloud-based technologies. Has experience using platforms such as Zendesk, WMS, Shopify, OMS, and Google Workspace. Possesses strong critical thinking skills. Knows when to escalate, when to automate, and when to fix problems proactively. Is a proactive problem solver who identifies issues before they arise and addresses them effectively. Strong problem-solving and process optimization skills Is independent and capable of handling significant responsibilities without needing constant supervision. Thrives under pressure, with the ability to multitask and deliver results within tight deadlines in a fast-paced environment. Excels at written communications, able to clearly articulate ideas and solutions. Understanding cultural awareness & soft skills for client’s brand representation. Has 2+ years of experience with international carriers and customs. Pays close attention to detail and is committed to accuracy and organization. Passion for logistics, including familiarity with carriers like UPS and DHL. Prior experience working with warehousing and inventory management platforms. If you're a proactive problem solver with a passion for logistics and customer service, we’d love to hear from you! Pay Details This is a remote position within the US. Candidates must be legally authorized to work in the US, at this time we are not able to provide sponsorship, and must be able to work Eastern Standard Time hours.

Keyword: cloud

Contractor Tier: Hourly: $18.50 - $18.50

Price: $18.5