Customer Support Associate - Warehouse

We are looking for a Customer support associate in our Flexport location in San Bernardino, CA 

The customer support associate role pays up to $27/hour 

Mon - Fri 7am - 3:30pm

As a Customer Support Associate, you are driven by a passion for customer success. You take a customer-first approach, enjoy advocating for their needs, and are eager to support them through every step of the shipment lifecycle—from factory floor to customer door. You’ll communicate with customers via phone, email, chat, and social media, helping them use our platform effectively and resolving inquiries promptly. 

In the Onsite Customer Support Associate variation of this role, you will work hands-on in a warehouse environment, balancing merchant support with warehouse operations. You will be the frontline enforcer of service quality, tackling issues in real-time, escalating when needed, and staying agile in a fast-paced, ever-changing setting. 

This role requires flexibility in scheduling, including the potential for weekends, evenings, national holidays, and overtime based on business needs. 

Key Responsibilities 

Customer Support 

• Be the first point of contact for customers, ensuring issues are resolved swiftly and professionally. 

• Maintain high customer satisfaction through effective communication and prompt resolution of inquiries. 

• Uphold customer service standards by following Standard Operating Procedures (SOPs). 

• Escalate issues appropriately and document resolutions as needed. 

• Adapt to new technology and thrive in a fast-paced, evolving environment. 

Warehouse Operations Support 

• Collaborate with warehouse teams to understand and support fulfillment processes. 

• Participate in various job functions throughout the warehouse to gain comprehensive business knowledge. 

• Educate warehouse associates on support systems and problem resolution best practices. 

Additional Responsibilities 

• Effective Communication: Provide regular updates to the Support Manager and direct Manager on ticket statuses. Present weekly summaries of pending issues. 

• Merchant Compliance Advocacy: Partner with sales and account management teams to ensure merchants meet compliance standards. 

• Issue Resolution Oversight: Track and manage aging support tickets; serve as an onsite escalation contact. 

• SLA Adherence: Ensure all tickets meet required Service Level Agreements (SLAs) for resolution time. 

• Cross-Team Collaboration: Build strong working relationships with account managers and partners across the supply chain. 

• Education & Training: Collaborate with the Operations Manager to train warehouse associates in system usage and efficient problem-solving. 

Physical Requirements 

• Lift up to 49 pounds. 

• Push utility carts up to 60 pounds. 

• Stand, walk, squat, pull, and reach during shifts. 

• Use carts, dollies, hand trucks, and similar equipment for moving items. 

• Follow strict safety, quality, and productivity standards. 

Qualifications 

• High school diploma or equivalent required. 

• Minimum 1+ year of experience in customer service or operations support. 

• Excellent verbal and written English communication skills. 

• Strong empathy, problem-solving, and prioritization abilities. 

• Exceptional attention to detail and ability to manage high task volumes. 

• Proficiency with standard support tools and platforms. 

• Proven ability to work well in a team-oriented and dynamic environment. 

• Willingness to challenge the status quo to improve processes. 

• Flexibility and adaptability in fast-changing operational contexts. 

• Capable of lifting 40 lbs as required by operational duties. 
  
   

  AI & automated tools notice
  Integrity Staffing Solutions may use automated tools (including AI-enabled screening) to help review applications and match candidates to job requirements. These tools may consider job-related information you provide (such as work history, skills, availability, and job preferences) to support our recruiters’ decision-making.

  Human review & equal opportunity
  Automated tools are used to assist—not replace—human judgment. A recruiter may review your application and any screening results as part of the hiring process. We are an Equal Opportunity Employer and evaluate candidates based on job-related qualifications.

  Need an accommodation?
  If you need a reasonable accommodation to complete any part of the application or screening process, please let us know and we will work with you.

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