Customer Service, Operations Assistant

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee daily order processing across US, Canadian, and UK third-party logistics (3PL) providers; identify and resolve stuck orders and exceptions before they escalate into customer concerns. Collaborate with 3PLs regarding damaged inbound units, fulfillment issues, returns, and special initiatives.

• Manage inbound shipments and receiving; monitor container status, follow up on discrepancies, and ensure clean inventory records. Maintain precise inventory data, highlight low-stock SKUs, and collaborate on reorder timing.

• Enhance standard operating procedures (SOPs), automate manual tasks, and generate operational reports (shipping service level agreements, return rates) to identify anomalies.

• Address tickets in Commslayer alongside the customer service team: WISMOs, address modifications, refunds, replacements, returns, and warranty claims.

• Provide appropriate solutions (education, sizing, replacement parts, alternative SKUs) rather than defaulting to refunds.

• Reconcile credit notes, manage invoices and sales orders, and ensure the integrity of accounting and inventory systems.

• Enhance Commslayer automation: implement canned responses, macros, train AI agents, update knowledge base content, and establish routing rules.

⛳️ Requirements

• 3+ years of experience in operations, logistics, fulfillment, or e-commerce coordination (direct-to-consumer or 3PL experience is a strong advantage).

• Practical experience with Shopify or other e-commerce platforms (order management, product handling, inventory oversight, basic store administration).

• Experience managing customer service queues with a professional demeanor under pressure.

• Ability to handle an inbound container issue, a customer service escalation, and an inventory reconciliation simultaneously.

• Dependable and self-motivated in a remote work setting.

• A genuine interest in our products: understanding how they are made and utilized.

• Proficient across Shopify, a help desk platform (Gorgias, Zendesk, Commslayer, Re:amaze), spreadsheets, and 3PL portals.

• Excellent written communication skills and a focus on documenting processes, not just executing them.

🏝️ Benefits

• Genuine ownership in a rapidly growing direct-to-consumer brand: small team, significant impact, and no bureaucratic layers between you and decision-making.

• Insight into the complete operational framework: supply chain, customs, fulfillment, automation, and customer experience.

• Flexible, remote-first work culture.

• Competitive compensation ($1300 - $1600 USD/month).

• Performance-based bonus opportunities.