Customer Support Associate

Location: Waukegan, Illinois (in office 2-3 days/week) Reports To: Customer Support Manager What You’ll Do The Customer Support Associate is responsible for the day-to-day execution of customer order issue resolution within the fulfillment operation. Reporting directly to the Customer Support Manager, the Associate is the first point of escalation for the team and acts as a subject matter expert and resource for resolving difficult, time-sensitive, or high-impact customer issues. This role carries significant operational responsibility and is expected to model excellence in execution, communication, and professionalism. Success in this role means tickets move fast, escalations are handled with ownership, and teammates have a trusted resource to turn to when issues get complex. Day-to-Day Ticket Oversight Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance Partner with peers to Identify tickets that are stalled, mis-categorized, or at risk of breaching SLA and take immediate action to move them forward Identify and route non-fulfillment customer issues to the appropriate internal teams (e.g., Finance, Sales, Engineering, Production) ensuring clear handoffs, ownership, and timely follow-through on resolution Ensure all tickets are documented accurately and completely, including root cause, resolution steps taken, and any corrective actions noted Manage ticket volume during peak periods, redistributing workload across the team as needed to maintain throughput and service quality Maintain the team's communication standards, response tone, accuracy, and timeliness, on all customer-facing interactions Own the triage and resolution of all escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions Investigate escalated issues thoroughly, pulling order data, coordinating with warehouse operations, and determining root cause before communicating resolution to the customer or client Communicate resolution status to customers and internal stakeholders with clarity, professionalism, and appropriate urgency Ensure every escalation is documented Route non-fulfillment escalations (e.g., billing disputes, sales issues, engineering or production-related matters) to the correct internal team with a clear handoff and ownership transfer Flag high-risk or recurring escalation patterns to the Customer Support Manager with supporting data and recommended corrective actions Act as a working resource and knowledge partner for the customer support team — answering process questions, clarifying SOPs, and modeling best practices in real time Support the onboarding of new team members Partner with the Customer Support Manager to identify recurring issues or process gaps observed in daily operations Contribute to the development and maintenance of standard operating procedures, communication templates, and knowledge base documentation Provide informal feedback and encouragement to team members to reinforce quality standards and a culture of accountability Reporting & Visibility Track and report on daily ticket volume, queue health, and escalation status, providing the Manager with a clear operational picture at any point in the day Identify and surface trends in issue types, resolution times, or recurring root causes to support the Manager's weekly reporting and continuous improvement efforts Maintain accurate records of all escalation handling for audit, compliance, and performance reporting purposes What You’ll Bring 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment Demonstrated experience handling complex customer escalations and high-priority issue resolution with professionalism and urgency Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders Experience with ticketing systems, WMS, or ERP platforms preferred Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands Why Join Us Brilliant Perks & Benefits We’re pleased to offer our full-time teammates Medical, Dental, & Vision benefits in addition to perks like flexible PTO, paid company holidays, and a work from home stipend for new hires! EEOC Statement Brilliant is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy, or any other characteristic protected by law. Our policy of equal employment opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We are committed to fostering a fair and merit-based workplace where every employee feels valued and respected. #J-18808-Ljbffr Brilliant