Customer Service & Order Fulfillment Associate

Job Description

Job Description

Job Title: Customer Service & Order Fulfillment Associate Job Category : Customer Service / Fulfillment

Department/Group : Shipping Shift: 8:30AM-4:30PM, Monday - Friday

Location: Tonawanda, NY Travel Required: No

Level/Salary Range: $16-$19hour Position Type: Full Time, Seasonal

This is a hands-on, dual-purpose role at our factory location supporting our catalog and web business: part phone-based customer service and order entry, part hand-packing our candy products for shipment with the same care and presentation quality as our retail packaging. It's a fast-paced, multi-tasking environment — especially during our seasonal rush — and suits someone who's equally comfortable talking to customers on the phone and carefully hand-packing candy orders to look great when they arrive. This is not a desk-only customer service job, and it's not high-speed industrial packing — it's detail-focused, presentation-minded work paired with customer support.

ROLE AND RESPONSIBILITIES

• Answer incoming customer phone calls with a positive, helpful attitude; enter and process orders through Shopify
• Hand-pack candy and confectionery orders (internet and phone) into shipping boxes, maintaining the same quality and presentation standards used in our retail packaging — arranging product neatly, checking for defects, and finishing with care
• Process outgoing shipments using cloud-based shipping software
• Manage a busy, multi-tasking workflow — especially during seasonal rush periods — while maintaining accuracy and a friendly customer experience
• Work collaboratively with the team to keep pace during high-volume stretches

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• Comfortable switching between phone/customer-facing work and careful, detail-oriented candy packing
• Strong attention to detail and an eye for presentation — you notice when something doesn't look right
• Hand dexterity and patience for precision packing work
• Self-motivated, reliable, and steady under pressure during rush periods
• Friendly, positive communicator on the phone
• Basic computer/software comfort (order entry, shipping platforms)

PHYSICAL REQUIREMENTS

• Standing for full shifts
• Ability to lift and move boxes up to 40 lbs
• Available for some weekend shifts during the holiday season

QUALIFICATIONS

• Entry level — no experience required
• Prior experience in customer service, retail, gift- wrapping/presentation work, or confectionery/food packing is a plus but not required