Customer Service / Fulfilment Specialist

James and James Fulfilment; Columbus (OH); On-site; USD 44,000 - 47,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Employer premium

BasiCare telehealth

Paid time off

Team events

Free fruit

Mental health support

Zen Den

Job summary

James and James Fulfilment is expanding its Customer Services team at our Grove City warehouse office, joining a small but effective group dedicated to delighting clients with superior service and swift issue resolution.

In this role you will handle calls and emails from clients, investigate issues, and provide timely resolutions, acting as the first contact for carrier queries and collaborating with US operations to ensure a standout customer experience daily.

Qualifications

• You have worked in a customer service/ contact centre role before
• Confident on the phone, and capable of handling queries and managing client expectations
• Exceptional communicator with strong email writing and attention to detail
• A problem-solver who investigates issues and finds solutions
• You have a strong command of spoken and written English

Responsibilities

• Answer client queries by phone and email regarding orders and claims
• Investigate issues and provide timely resolutions to ensure a positive client experience
• Act as first point of contact for carrier-related queries and collaborate with US operations
• Build trusted relationships with clients and internal stakeholders to support retention and collaboration

Skills

Customer service

Phone communication

Email correspondence

Problem solving

English proficiency

Job description

We're expanding our Customer Services team! You'll join a small but effective team who are responsible for delighting our clients at every turn, ensuring they experience superior service and speedy issue resolution.

Location: Warehouse Office

Schedule: Monday to Friday, 8am - 4.30pm

Reports to: Client Services Manager

Who are we?

At J&J Global Fulfilment we help hundreds of eCommerce brands grow and scale globally. Our team is fast, supportive and proud of the work we do. We believe in teamwork, respect, safety and celebrating success together. Following a merger at the end of 2025 with QLS Group we are building on our established presence in the UK, Europe and USA, and our USA operations are one of the most significant growth opportunities within the group!

Why work for us?

• $21.54 per hour (non exempt)
• Healthcare, dental, vision with generous employer premium
• Company paid BasiCare telehealth, legal, financial, and counselling
• Above average paid time off plus paid sick time
• Team lunches, parties & events
• Free fruit everyday
• Mental health first aiders to provide support when you may need it
• Our Zen Den - a dedicated, quiet space to relax, unwind, meditate or reflect.

What you will be doing…

Working at our Grove City location, you will be a critical member of our global Client Services team. You will be taking calls and emails from our clients to answer questions, investigate issues and resolve them too.

You will act as a first point of contact and provide support for all carrier related queries, ensuring an outstanding client experience, every time. You’ll work closely with our US operations teams to investigate and solve any issues such as missing items or damaged orders, and make sure every query is dealt with quickly and efficiently.

Key responsibilities include:

• Communicating with clients daily via email and phone to address queries related to order fulfillment and claims with professionalism.
• Build trusted relationships with clients and internal stakeholders to strengthen retention and collaboration.
• Champion J&J's culture code by challenging norms, creating innovative solutions, and delivering exceptional customer service that foster loyalty.
• Perform additional duties as assigned.

We are looking for people who have some/all of the below experience and skills…

• You have worked in a customer service/ contact centre role before
• Confident on the phone, and are capable of handling queries and managing client expectations
• People would describe you as an exceptional communicator
• You write a great email and pay attention to the details
• A true detective, you will be great at investigating issues and finding solutions
• You will have a great level of spoken and written English
• You thrive in a busy, fast paced environment!

You'll work in a warehouse office environment, mainly at a desk using a computer, keyboard, and phone. Some light physical activity may be required.

James and James Fulfilment is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, or any other legally protected status.

We actively promote fair employment practices and prohibit discrimination in all aspects of employment, including recruitment, hiring, training, promotion, compensation, benefits, and other terms and conditions of employment. Our commitment to EEO extends to ensuring a workplace free from harassment or retaliation based on any protected characteristic

We encourage qualified individuals of all backgrounds and abilities to apply for employment opportunities at James and James and we believe that by embracing diversity and promoting equal opportunities, we can better serve our employees, customers, and communities.

Employment is on an at-will basis. This means that employment may be terminated by the employee or employer at any time, for any reason or for no reason, and with or without prior notice. We strive to be an equal opportunity employer that values all forms of diversity in our team. We will not discriminate based on any protected class and believe in an environment based on mutual trust and respect, as well as shared and individual opportunity. We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate.