Customer Success Representative

Job Description

Job Description

We are Fidelity Fulfilment

Fidelity Fulfilment is a leader in high-quality and complex fulfilment and logistics solutions, dedicated to delivering exceptional service to our clients. We specialize in efficient, innovative, and reliable warehousing and distribution, ensuring products reach their destination quickly and accurately. Our team takes pride in upholding our core values of:

• Quality – We maintain the highest standards in everything we do.
• Innovation – We embrace new ideas and technologies to enhance our processes.
• Respect – We value and support each other, fostering a positive work environment.
• Versatility – We adapt to challenges with agility and efficiency.

Role Summary

The Customer Success Specialist plays a critical role in ensuring smooth, compliant, and on-time deliveries for our business customers. This position manages inbound and outbound freight while serving as a key liaison between internal teams, clients, carriers, and retail partners. If you enjoy problem-solving, logistics coordination, and working in a fast-paced B2B environment, this role offers real ownership and impact.

Key Responsibilities

• Customer Success & Shipping
  • Coordinate freight shipments to align with customer requirements and retailer guidance on routing, labeling and delivery.
  • Schedule and track shipments while minimizing delays while ensuring communication with partners on delivery success.
    
  • Act as the primary trusted point of contact for clients, carriers and freight partners regarding shipment status, delivery concerns, and logistics questions
  • Provide timely, clear communication to deliver a consistent and positive client experience
  • Support new client onboarding by aligning shipping processes and expectations
  • Manage routing requests, ASNs, delivery appointments, and chargeback prevention efforts
• Cross-Functional Collaboration
  • Work closely with warehouse operations, inventory control, and internal customer service teams
  • Ensure shipping documentation is accurate and complete, including BOLs, packing lists, and confirmations
  • Actively contribute to process improvements that increase efficiency and reduce errors
• Reporting & Administration
  • Track freight performance, delivery accuracy, and service metrics
  • Maintain accurate shipment records within internal systems
  • Identify trends related to delays, damages, or carrier performance and escalate when necessary

What You'll Bring

• Proven experience in logistics, transportation, or supply chain support
• Experience using Warehouse management Systems (WMS) and Transportation Management Systems (TMS
• Ability to manage multiple priorities in a deadline-driven environment
• Customer-centric with excellent communication and problem solving skills 
• Comfortable working in a fast-paced, operational environment
• Proactive mindset with high attention to detail and accuracy

Details of our benefits

• $18.00 per hour
• Paid PTO
• Health, Dental and Vision insurance
• Company discounts
• Access to free employee assistance, providing you with confidential support and guidance 24/7
  

What We Offer

Opportunities for career growth in a fast-moving company.
A supportive and inclusive team culture.
The chance to make a meaningful impact in a growing business.