Ecommerce Customer Support Specialist

Down Decor; Cincinnati (OH); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Down Decor is hiring a Warehouse Associate in Cincinnati to support dropship and order fulfillment. You will load and unload deliveries, pick stock, prepare orders, and maintain ERP/Netsuite records with accuracy.

Collaborate with teammates to optimize workflows, ensure on-time shipping, and uphold safety and quality standards in a fast-paced environment. Fluent English and a high school diploma are required.

Qualifications

• High school diploma or equivalent.
• Fluent in English with strong verbal and written communication.
• Ability to handle a high volume of detail-oriented tasks accurately.

Responsibilities

• Receive, process, and enter customer orders; assist with order prep and inquiries.
• Update ERP systems and NetSuite; assist with invoicing and shipping coordination.
• Pull, pack, label, and ship orders; unload/load stock and maintain inventory accuracy.
• Support dropship projects from concept to implementation; work with teammates to improve processes.
• Maintain a clean, safe warehouse environment and report discrepancies.
• Collaborate with supervisors and coworkers to ensure on-time delivery.

Skills

Customer service

Communication

Attention to detail

Fast learner

Ownership

Gracious under pressure

Organization

Lift 25 lbs

English fluency

Education

High school diploma

Job description

Service the needs of Down Decor’s customers and potential customers through our drop ship program.After training in all details, follow procedures to process orders in several systems, and assist with daily order fulfillments. In the warehouse, load and unload outgoing and incoming delivery vehicles. Select products from the warehouse, load and secure goods to pallets, move inventory to delivery area, and load merchandise. Unload stock from delivery vehicles, and transport to and store in designated warehouse positions. Keep work environment clean and tidy at all times, and comply with all relevant safety rules, regulations, policies and procedures.

Primary Responsibilities

• Receive and clarify customer orders, enter customer orders into ERP system, assist with various order preparation functions, follow-up on internal and external order queries, coordinate shipping logistics, invoice orders, and maintain accurate records.
• Ability to follow processes put in place by other departments – updating NetSuite, invoicing, order processing, etc.
• Continuously evaluate ongoing activities and procedures, and work with manager and teammates to simplify, standardize, and potentially automate work processes.
• Pull orders to ship when needed.
• Supporting and contributing to any development projects as the Dropship subject matter expert, from project concept to assessment stages implementation.
• Ability to jump in and help in any area necessary to get orders out on time.
• Prepare and complete orders for delivery or pickup according to schedule (load, pack, wrap, label, ship)
• Receive and process warehouse stock products (pick, unload, label, store)
• Perform inventory controls and keep quality standards high for audits
• Keep a clean and safe working environment and optimize space utilization
• Report any discrepancies
• Communicate and cooperate with supervisors and coworkers
• Operate and maintain preventively warehouse vehicles and equipment
• Follow quality service standards and comply with procedures, rules and regulations
• Other duties as assigned.

Qualifications

• Friendly and customer-oriented
• Professional demeanor and presentation
• Excellent communication skills- verbal and written
• Ability to handle a high volume of detail-oriented tasks with accuracy
• Fast learner- ability to function well with minimal instruction
• Seek responsibility and ownership
• Grace under pressure; always respectful; “care-frontational”
• Good organizational and time management skills
• Ability to lift heavy objects
• High school degree
• Fluent in English language, can communicate effectively with Supervisors and coworkers

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Requires some time in our warehouse and factory environments.
• Must be able to lift up to 25 pounds at times.