Customer Experience & Fulfillment Support Associate

Role Overview

Steel City is looking for a Customer Experience & Fulfillment Support Associate to work onsite at our warehouse. This role is responsible for delivering high-quality customer support through Gorgias while also supporting warehouse operations during slower ticket volumes.This is a hands-on, fast-paced role that sits at the intersection of customer service, operations, and fulfillment. You’ll be part of the team that ensures our customers feel taken care of and their orders go out accurately and on time.

Core Responsibilities

Customer Experience (Primary)
• Respond to customer inquiries via Gorgias (email, chat, and other channels as needed)
• Resolve order issues including:
• Shipping delays
• Returns & exchanges
• Order changes and cancellations
• Product questions
• Use Shopify to view and update orders, issue refunds, and process exchanges
• Follow and contribute to Steel City’s CX SOPs to ensure consistent responses and tone
• Flag recurring issues, trends, or product feedback to the operations and leadership team

Warehouse & Fulfillment Support (Secondary)

During lower customer service volume, you’ll support warehouse operations by:
• Picking and packing orders
• Assisting with returns processing and restocking
• Quality checking outbound orders
• Helping with inventory organization and general warehouse tasks
• Supporting peak shipping days, launches, and seasonal rushed

What We’re Looking For

Must-Haves
• Strong written communication skills
• Comfortable using customer support tools (Gorgias experience a plus)
• High attention to detail and organization
• Willingness to jump between computer-based work and physical warehouse tasks
• Reliable, punctual, and able to work onsite consistently

Nice-to-Haves
• Shopify experience
• DTC e-commerce or apparel brand experience
• Prior warehouse or fulfillment experience
• Familiarity with returns/exchange workflows

What Success Looks Like (First 90 Days)
• Confidently handling customer tickets in Gorgias with minimal supervision
• Maintaining fast response times and high customer satisfaction
• Seamlessly shifting between CX and warehouse tasks based on daily needs
• Reducing CX load on retail and warehouse leadership
• Helping create a smoother, more scalable customer support system

Schedule & Flexibility
• Onsite at the warehouse
• Set weekly schedule Monday-Friday (ex: 8–4 or 10–4, 3–5 days/week depending on role)
• Increased hours during launches, holidays, and peak seasons

Why This Role Matters at Steel City
Customer experience is a huge part of our brand. This role ensures customers are taken care of quickly and thoughtfully without pulling focus from warehouse and retail teams — while also keeping operations running smoothly behind the scenes.