Note: The job is a remote job and is open to candidates in USA. Brilliant is an innovative branded products and corporate gifting company. They are seeking a Customer Support Associate who will be responsible for order issue resolution within fulfillment operations, acting as a subject matter expert and resource for complex customer issues.
Responsibilities
- Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
- Partner with peers to identify tickets that are stalled, mis-categorized, or at risk of breaching SLA and take immediate action to move them forward
- Ensure all tickets are documented accurately and completely, update and maintain client information in internal database
- Proactively look for trends and suggest process improvements
- Identify and route non-fulfillment customer issues to the appropriate internal teams ensuring clear handoffs, ownership and timely follow-through on resolution
- Develop a thorough understanding of the project lifestyle, our software functionality, and how clients interact with our software and services
- Triage escalated customer issues, including order discrepancies, mis-ships, damages, shortages and delivery exceptions. Flag high-risk or recurring escalation patterns to the Customer Support Manager with supporting data and recommended corrective actions
- Investigate escalated issues thoroughly and determining root cause before communicating resolution to the customer or client
- Communicate resolution status to customers and internal stakeholders with clarity, professionalism, and appropriate urgency
- Act as a working resource and knowledge partner for the customer support team — answering process questions, clarifying SOPs, and modeling best practices
- Contribute to the development and maintenance of standard operating procedures, communication templates, and knowledge base documentation
Skills
- 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
- Demonstrated experience handling complex customer escalations and high-priority issue resolution with professionalism and urgency
- Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations
- Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail
- Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders
- Experience with warehouse ticketing systems - WMS, or ERP platforms
- Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands
Benefits
- Medical, Dental, & Vision benefits
- Flexible PTO
- Paid company holidays
- A work from home stipend for new hires
Company Overview