Fulfillment & Customer Support Specialist

Fulfillment & Customer Service Specialist

At BR Printers, you'll be part of a team that takes pride in doing great work that truly mattersfrom supporting well-known brands to producing important educational materials. We're a collaborative, fast-moving group of people who know the print industry inside and out, value quality and craftsmanship, and enjoy learning new technologies together. With supportive, experienced leadership, room to grow, and a culture built on trust, teamwork, and respect, it's a place where your work is appreciated and your career can grow long term.

BR Printers is seeking an organized, detail-oriented, and customer-focused Fulfillment & Customer Service Specialist to join our Kentucky Airport (KYA) Fulfillment team. This fulfillment position serves as a key point of contact for customers, supporting order processing, shipment coordination, and day-to-day customer service needs.

The ideal candidate is an effective communicator who can manage multiple priorities, resolve customer concerns, and work closely with internal teams to ensure orders are processed accurately and delivered on time. This role requires strong computer skills, attention to detail, and a commitment to providing an excellent customer experience.

This position includes some physical labor. One would need to possess the ability to stand, bend twist, climb and lift up to 50lbs. There would be a 60/40 computer to physical activity split. One would not be limited to just customer service, but other aspects of the fulfillment process as well.

What You'll Do:

• Answer incoming customer phone calls and respond to emails in a professional and timely manner.
• Serve as a primary point of contact for customer inquiries regarding orders, fulfillment services, inventory, shipping, and delivery status.
• Enter, process, review, and maintain customer orders in the appropriate order management and fulfillment systems.
• Verify order details, including product information, quantities, shipping addresses, delivery requirements, and special instructions.
• Monitor order progress and coordinate with Fulfillment, Shipping & Receiving, Inventory, and Production to ensure timely and accurate processing.
• Track shipments and provide customers with accurate order status and delivery updates.
• Research and resolve customer concerns involving order discrepancies, shortages, damaged products, shipping errors, and delivery delays.
• Communicate customer requests, order changes, and special handling instructions to the appropriate internal departments.
• Assist with coordinating returns, replacements, and order corrections according to established company procedures.
• Maintain accurate customer records, order documentation, and communication history.
• Prepare and update spreadsheets, reports, and other administrative documents using Microsoft Excel, Word, and Outlook.
• Monitor customer emails and follow up on outstanding requests to ensure timely resolution.
• Review inventory availability and communicate potential shortages or fulfillment delays.
• Assist with preparing shipping documentation, tracking information, and other order-related records as needed.
• Escalate unresolved customer concerns or operational issues to the appropriate supervisor or manager.
• Identify opportunities to improve customer service processes, order accuracy, and overall fulfillment efficiency.
• Maintain confidentiality when handling customer, order, and company information.
• Perform other customer service and administrative duties as assigned.
• Help with daily activities in the fulfillment department to reach a common team goal.
• Receive product.
• Use pallet jacks to move material around.
• Help with picking orders.
• Put away products in shelving locations.
• Process returns.
• Help complete jobs in the assembly department.
• Sort different products by ISBN or item number.
• Check inventory levels on products by physically counting what we have on hand.

Who You Are:

• High school diploma, GED, or equivalent required.
• Previous customer service, administrative support, order processing, or fulfillment experience preferred.
• Strong verbal and written communication skills with a professional telephone manner.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Strong computer skills and the ability to learn new order management and fulfillment systems.
• Excellent attention to detail and a commitment to accuracy.
• Strong organizational and time-management skills.
• Ability to manage multiple customer requests, emails, and phone calls while meeting deadlines.
• Ability to research information, identify discrepancies, and resolve problems effectively.
• Strong interpersonal skills and a customer-focused approach.
• Ability to communicate effectively with customers, supervisors, and internal departments.
• Ability to work independently while contributing to a collaborative team environment.
• Dependable attendance, punctuality, and reliability.
• Ability to remain professional and adaptable in a fast-paced environment.

Extra Skills That Set You Apart:

• Previous customer service experience in a fulfillment, warehouse, distribution, or manufacturing environment.
• Experience using order management systems, warehouse management systems (WMS), or customer relationship management (CRM) software.
• Experience coordinating customer orders from initial entry through final shipment.
• Familiarity with inventory management, order fulfillment, and shipping procedures.
• Experience with UPS, FedEx, USPS, freight carriers, and shipment tracking.
• Intermediate Microsoft Excel skills, including maintaining spreadsheets and preparing reports.
• Experience managing multiple customer accounts and resolving order-related issues.
• Familiarity with commercial printing, distribution, or supply chain operations.
• Experience identifying opportunities to improve customer service and operational processes.

Physical Requirements:

• Ability to sit and work at a computer for extended periods.
• Frequent use of a keyboard, mouse, telephone, and other standard office equipment.
• Ability to communicate effectively by telephone, email, and in person.
• Ability to occasionally stand and walk throughout the fulfillment facility.
• Ability to occasionally lift and move office supplies or materials as needed.
• Ability to climb ladders, stand in one spot for long periods of time, lift up to 50LBS.
• Ability to bend, and twist.

Compensation & Benefits:

Compensation: Competitive hourly wage based on experience.

Schedule: Full-Time | MondayFriday | 9:00 AM6:00 PM, with a 30-minute lunch break.

As a team member at BR Printers, you'll enjoy:

• Comprehensive benefits package including Medical & Dental coverage along with company-paid Life Insurance, voluntary Vision, Life & Disability Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays

Location: On-site BR Printers Kentucky Airport Facility (KYA) 2100 Ellis Tech Drive Hebron, KY 41048

BR Printers, Inc. is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.