Escalation Coordinator

Escalation Coordinator

Greensboro, NC 27410

Employment Type: Permanent

Pay Rate: $43680-47840 / year

Job Summary: The Escalation Coordinator serves as the operational nerve center of outbound logistics, ensuring the smooth execution of all shipping activities. This role is responsible for coordinating the generation and assignment of pick tickets, monitoring shipment flow, maintaining shipment tracking accuracy, and resolving operational issues that may impact delivery timelines or warehouse efficiency. Acting as the bridge between internal systems and warehouse operations, the Escalation Coordinator supports internal stakeholders by providing shipment visibility, issue resolution, and workflow coordination. This position plays a critical role in maintaining operational continuity, prioritization, and communication across logistics and fulfillment activities.

Reporting Structure: Reports to: Operations Manager

Non-supervisory position

Key Responsibilities:

• Manage the Shipping Distribution inbox and monitor incoming tickets, escalations, return label requests, and order updates throughout the day
• Print and assign pick tickets from systems such as NetSuite and IFS for warehouse processing
• Maintain and update Excel shipment trackers, including order logging, ship dates, tracking details, and completed shipments
• Track shipment and order status through internal systems and communicate updates to internal stakeholders
• Triage and resolve shipping escalations by identifying priority issues versus routine requests
• Generate and assign return labels, ensuring proper documentation and routing
• Coordinate with warehouse and receiving teams to resolve inventory and shipping issues (damaged goods, mislocated products, etc.)
• Serve as the primary internal point of contact for shipping distribution and order status

Qualifications & Skills:

• Experience with order management systems such as NetSuite and IFS
• Strong Excel skills with high attention to detail and data accuracy
• Ability to prioritize and resolve shipping escalations effectively
• Experience working across multiple systems simultaneously
• Strong written communication skills for internal updates
• Excellent organizational and time management skills in a fast-paced environment
• Ability to manage multiple priorities while maintaining accuracy and responsiveness
• Background in shipping coordination, logistics, warehouse operations, or order management preferred
• Experience in distribution, fulfillment, or supply chain environments is a plus
• High school diploma or equivalent required

Work Environment: Warehouse environment

Standard hours typically between 8:00 AM 5:00 PM

Flexibility required based on operational needs

Physical Requirements:

• Ability to stand, walk, bend, and move throughout the workday
• Ability to lift up to 25 pounds regularly and up to 50 pounds occasionally
• Ability to use standard office and warehouse equipment (computers, scanners, printers)
• Perform repetitive data entry and tracking tasks
• Maintain attention to detail in a high-volume environment