Foundation Publishing Group is seeking a dedicated Warehouse Supervisor & Customer Service Administrator to oversee eCommerce fulfillment and customer service for a publishing group with multiple brands. The majority of items fulfilled include books and magazines, with occasional merchandise such as t-shirts and hats. This role ensures efficient order processing, inventory management, and customer support to maintain a seamless supply chain.
This role has large growth potential with a fast growing brand, with a wonderful warehouse & management. The right fit could find a career here, leading a customer service or warehouse team in 1-2 years.
Responsibilities:
Ensure all in-stock merchandise orders are processed, packed, and labeled.
Manage fulfillment of wholesale accounts on Ingram and Amazon, maintaining required inventory levels.
Schedule UPS and USPS carrier pickups to ensure swift shipping times.
Interface with Customer Service (CS) to address order inquiries and handle re-shipments upon request.
Manage auxiliary support staff as needed to maintain fulfillment timelines.
Maintain close communication with the Chief of Operations on merchandise ship dates, upcoming sales, and inventory levels.
Collaborate with the VP of Marketing to meet merchandise needs for events.
Process inbound customer service tickets within 1-2 business days, following our Shipping Policy guidelines: Shipping Policy.
Provide customers with shipping and tracking details using ShipStation.
Process refund requests via Shopify when applicable, ensuring they fall within our refund window (before shipment).
Utilize ZenDesk as the primary platform for managing and responding to customer inquiries.
Required Knowledge & Tools:
ShipStation – Primary shipping repository for printing labels and purchasing postage (USPS, UPS, DHL for international orders); also used for retrieving customer order numbers and tracking details.
Shopify – eCommerce backend for order tracking, SKU auditing, and processing refunds.
ZenDesk – Customer Service platform for handling warehouse-related tickets and customer inquiries.
Amazon Seller Central – Fulfillment portal for processing Amazon bulk orders.
IQ – Platform for handling Ingram wholesale orders.
Preferred Qualifications:
Strong organizational and time-management skills.
Ability to manage workflow and support staff in a fast-paced environment.
Strong written communication skills – ability to craft concise, professional, and friendly emails.
Excellent problem-solving abilities and a customer-first mindset.
Ability to work independently and efficiently.
We are willing to train talented, young employees in these platforms.
If you excel in warehouse operations, customer support, and problem resolution, we’d love to hear from you!