Note: The job is a remote job and is open to candidates in USA. Brilliant is an innovative branded products and corporate gifting company. The Customer Support Associate is responsible for executing order issue resolution within the fulfillment operations department, acting as a subject matter expert for resolving complex customer issues and ensuring operational excellence.
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
Company Overview