Customer Fulfillment Specialist

Woodland Direct, Inc.; Auburn Hills (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Woodland Direct is seeking a detail‑oriented Customer Fulfillment Specialist to ensure seamless orders from placement to final delivery. You will support customer inquiries, tracking, and documentation while collaborating with Service, Fulfillment, Purchasing, and Logistics teams.

Ideal candidates excel in a fast-paced environment, communicate clearly, and leverage ERP/CRM tools like NetSuite and Salesforce to maintain accurate records and timely shipments.

Qualifications

• Excellent customer service and communication skills.
• Strong attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical thinking skills.
• Ability to work collaboratively across multiple departments.
• Proficiency with Microsoft Office (Excel, Outlook, and Word).
• Experience using NetSuite, Salesforce, or other ERP/CRM systems
• Previous experience in customer service, order processing, logistics, fulfillment, or a related field is preferred.

Responsibilities

• Respond to inbound customer phone calls and emails in a professional and timely manner.
• Assist customers with order status, shipping updates, and general product questions.
• Manage customer cases and follow up to ensure timely resolution.
• Escalate technical questions and complex issues to the appropriate internal teams.
• Deliver an outstanding customer experience that reflects Woodland Direct's commitment to service.
• Create and maintain shipping documentation and order records.
• Process purchase order confirmations and coordinate with vendors.
• Enter vendor tracking information into NetSuite.
• Coordinate freight shipments, including Alaska, Hawaii, and other specialty deliveries.
• Monitor shipment progress and proactively communicate delays or delivery exceptions.
• Coordinate customer acceptance of freight terms and delivery requirements.
• Partner with Customer Service, Purchasing, Warehouse, and Logistics teams to ensure orders are fulfilled accurately and on time.
• Resolve shipping, documentation, and tracking discrepancies.
• Maintain accurate order records and supporting documentation.
• Assist in identifying process improvements that enhance customer satisfaction and operational efficiency.
• Maintain accurate documentation within NetSuite, Salesforce, and other internal systems.
• Generate reports and complete data entry as assigned.
• Assist with balancing seasonal workloads across Service and Fulfillment teams.
• Support special projects and additional operational initiatives as assigned.

Skills

Customer service

Attention to detail

Organizational skills

Microsoft Office

NetSuite/Salesforce

Tools

NetSuite

Salesforce

Job description

Join the Woodland Direct Team!

At Woodland Direct, we're passionate about helping customers create inviting indoor and outdoor living spaces. We're looking for a detail-oriented, customer-focused Customer Fulfillment Specialist to join our team. In this role, you'll play a key part in ensuring our customers receive an exceptional experience from the moment they place an order through final delivery.

If you enjoy problem-solving, working with multiple teams, and keeping things organized in a fast-paced environment, we'd love to hear from you!

What You'll Do

Customer Service

• Respond to inbound customer phone calls and emails in a professional and timely manner.
• Assist customers with order status, shipping updates, and general product questions.
• Manage customer cases and follow up to ensure timely resolution.
• Escalate technical questions and complex issues to the appropriate internal teams.
• Deliver an outstanding customer experience that reflects Woodland Direct's commitment to service.

Fulfillment Support

• Create and maintain shipping documentation and order records.
• Process purchase order confirmations and coordinate with vendors.
• Enter vendor tracking information into NetSuite.
• Coordinate freight shipments, including Alaska, Hawaii, and other specialty deliveries.
• Monitor shipment progress and proactively communicate delays or delivery exceptions.
• Coordinate customer acceptance of freight terms and delivery requirements.

Order Coordination

• Partner with Customer Service, Purchasing, Warehouse, and Logistics teams to ensure orders are fulfilled accurately and on time.
• Resolve shipping, documentation, and tracking discrepancies.
• Maintain accurate order records and supporting documentation.
• Assist in identifying process improvements that enhance customer satisfaction and operational efficiency.

Administrative Support

• Maintain accurate documentation within NetSuite, Salesforce, and other internal systems.
• Generate reports and complete data entry as assigned.
• Assist with balancing seasonal workloads across Service and Fulfillment teams.
• Support special projects and additional operational initiatives as assigned.

What We're Looking For

• Excellent customer service and communication skills.
• Strong attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical thinking skills.
• Ability to work collaboratively across multiple departments.
• Proficiency with Microsoft Office (Excel, Outlook, and Word).
• Experience using NetSuite, Salesforce, or other ERP/CRM systems is preferred.
• Previous experience in customer service, order processing, logistics, fulfillment, or a related field is preferred.

Why Woodland Direct?

At Woodland Direct, our people are at the heart of everything we do. We foster a collaborative, supportive environment where employees are encouraged to grow, contribute ideas, and make an impact. You'll join a team committed to providing exceptional service while helping customers transform their homes and outdoor spaces.

If you're organized, customer-focused, and enjoy working behind the scenes to ensure every order reaches its destination, we'd love to hear from you!