Digital Coordinator

Job Description | Digital Coordinator

Summary

As a Digital Coordinator at ShipCalm, you will play a pivotal role in ensuring the smooth operation of our logistics and supply chain systems. This position reports to the Digital Operations Manager and is responsible for ensuring that jobs and direct-to-consumer orders are smoothly flowing to the warehouses as fully qualified and ready-to-prepare and ship orders, as well as providing exceptional support to both internal teams and external clients.

ShipCalm is a leading third-party operations company committed to delivering seamless and innovative logistics solutions to businesses worldwide. Learn more about us at our website:

Role Accountability & Functions

• Primary Customer Communication
• Daily order & job assembly management & exception handling
• Shipment scheduling review & management
• Process improvement & SOP maintenance
• Shipping and carrier mapping & coordination
• System configuration integration, & data accuracy

Essential Duties & Responsibilities

• Manage B2B Fulfillment & Assembly order flow, diagnosing and resolving issues across WMS (InfoPlus), OMS (ShipStation), and selling channels (Shopify, etc.) as they arise through both digital and people processes.
• Ensure alignment with ShipCalm SLA dates and order status, and provide proactive customer communication regarding information and work visibility.
• Communicate clearly with clients and internal stakeholders to understand and address their concerns, in both written and video chat formats.
• Coordinate pickups, shipment delays, or issues with carriers and third-party vendors.
• Process and document investigations, handle exceptions, and coordinate repairs to ensure seamless customer experiences and accurate records.
• Track, investigate, and resolve unfulfillable orders, collaborating with internal teams and customers as needed.
• Support B2B LTL quoting.
• Maintain up-to-date inventory, shipment data, and order tracking within relevant systems, generating reports for team visibility.
• Submit and monitor FER (Fulfillment Error Report) & credit requests for orders.
• Assist in helping configure, maintain, and manage the WMS, OMS, selling channels, SKU aliases, and preferred shipping carriers to ensure smooth order flow and data connectivity
• Assist in helping configure, maintain, and update SOPs and documentation for DTC processes, including knowledge base entries on issue resolution and troubleshooting steps.
• Report to work in a regular and timely manner.

KPIs for this role

The following key performance indicators (KPIs) are metrics that this role is being held accountable to & are the metrics that will be utilized in performance evaluations & incentive planning:

• Average response time to customer inquiries.
• First contact resolution rate.
• Customer satisfaction score.

Knowledge, Skills, and Abilities

• Experience level: prior experience in a customer service/account support role; prior experience in supply chain, logistics, or warehousing, preferred.
• Education level: high school diploma or equivalent; college degree in business, management, logistics, supply chain, or similar, preferred.
• Thirst and excitement for learning new things.
• Customer-focused mindset with a commitment to delivering exceptional support.
• Ability to prioritize a variety of tasks in a manner that enables timely completion.
• Strong understanding of logistics and supply chain management systems.
• Skilled at communication, verbal and written, in English.
• Excellent communication skills with the ability to convey detailed information in a clear and understandable manner.
• Knowledge of and the ability to utilize the following software programs: WMS (InfoPlus), OMS (ShipStation), Selling Channels (Shopify, etc.) a plus.
• Ability to prioritize a variety of tasks in a manner that enables timely completion.

Physical, Mental, and Environmental Demands

• Working in a seated/standing position up to and exceeding eight (8) hours per day.

• Using a calculator, mouse, and keyboard and viewing computer screens.

• Using a telephone or virtual telephone via PC.

Schedule and Location

• Schedule: This is a full-time position scheduled to work one of two possible schedules, subject to change by business demands:

• (1) Monday - Friday, 5am - 1pm Eastern Time

• (2) Monday - Friday, 9am - 5pm Pacific time
• Location: This is a fully-remote position.

Compensation

• Hourly Rate | $7.00 to $9.00 depending on experience.