Senior Customer Specialist

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Specialist, you are the frontline operations owner connecting fulfillment to the post-purchase customer experience. You serve as a subject matter expert and escalation point for complex shipment and fulfillment issues, ensuring timely resolution and clear customer communication. You work closely with cross-functional partners, including warehouse, logistics, CX, and technical teams, to manage exceptions, improve tracking accuracy, and optimize fulfillment workflows. With strong systems and analytical capability, you identify trends, recommend process improvements, and support automation and operational enhancements.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Own post-purchase communications for complex shipment issues: draft consumer-facing notes for CX, recommend remediation and execute next steps.
• Operate ParcelLab / Corso and investigate tracking anomalies; propose EDD adjustments and work with technical partners to test changes.
• Collect carrier claim evidence with the warehouse, open claims, drive claims to resolution and follow up with ITS / the carrier.
• Support backorder management: validate stock allocation recommendations, confirm release timing and communicate changes internally and to partners.
• Handle dropship partner operational questions about inventory and SKU issues; triage, resolve or escalate reproducible issues.
• Run weekly trend analysis on recurring small-parcel failures and create a prioritized remediation list for ops to implement.
• Scope and suggest practical automation changes in Fulfil / Shopify (automation rules and pack/ship rules) and support testing
• Define operational rules for carrier exceptions and export documentation.
• Create and update SOPs and operational documentation, ensuring alignment across fulfillment and CX teams
• Oversee international shipment exceptions by submitting documentation in the KART portal, investigating customs-related delays, and coordinating with ITS parcel operations and CX to resolve or escalate issues and communicate tracking impacts.

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Comfortable with both tactical remediation and practical systems improvements.
• Passionate about client satisfaction
• Self-starter, motivated, and results driven
• Ability to function effectively in a fast-paced environment and can quickly learn new skills to meet the organization’s needs.
• Organized and detail-oriented

YOU HAVE…

• A bachelor’s degree in any field you’re passionate about!
• 3–6 years of experience in fulfillment, logistics, supply chain, or e-commerce operations
• Practical experience with fulfillment systems (e.g., Fulfil), carrier portals, and tracking platforms such as ParcelLab or Corso
• Comfortable preparing claim evidence and working with warehouse scans/photos
• Highly committed to providing a great customer experience
• Experience managing carrier claims and working closely with warehouse and logistics partners
• Strong analytical skills with the ability to identify trends and translate them into operational improvements
• Experience handling complex operational or customer issues in a high-volume environment
• Proficiency in CRM tools (e.g., Zendesk) and cloud-based applications (Google Workspace, MS Office)
• Strong written and verbal communication skills, including the ability to translate operational updates into clear customer messaging
• Ability to work independently while collaborating effectively across multiple teams
• Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Able to hear and implement feedback quickly
• Team first mentality
• Great attention to detail and problem solving skills
• Proven ability to hit productivity and quality goals consistently.