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Service Operations Representative

2 months ago

Rancho Cucamonga, California, United States MasonHub, Inc. Full time

Customer Service Representative

at MasonHub

Company Overview

MasonHub Inc. is a pioneering provider of fulfillment technology and services established to transform the omnichannel fulfillment landscape. Our dedicated management and technical teams are committed to modernizing the $150 billion 3PL sector through innovative technology and exceptional service. We are supported by Canvas Ventures.

At MasonHub, we have developed our operations to cater to the needs of growing omnichannel brands that prioritize customer satisfaction. Our platform is designed to enhance inventory management and shipping processes, ensuring retailers are not constrained by outdated software. Our clientele includes forward-thinking brands in the activewear and luxury e-commerce sectors.

Position Summary:

Customer service is integral to MasonHub's mission. We are looking for a skilled professional with experience in 3PL, Wholesale, E-commerce, or CPG sectors, and familiarity with EDI/SPS systems. As a Customer Service Representative, you will collaborate with both external and internal clients to address inquiries and ensure seamless communication across all channels. You will work alongside your direct supervisor to prioritize urgent matters to fulfill service level agreements. Our team is dedicated to supporting your professional growth and providing the resources necessary for a fulfilling career.

This position requires a commitment of at least one year before internal mobility and is not a remote role. Attendance in the office during working hours is mandatory.

Duties & Responsibilities:

  • Respond to incoming requests in accordance with SLA guidelines.
  • Communicate effectively with all departments and facility leadership.
  • Possess a strong understanding of OMS/CRM and WMS systems.
  • Provide constructive feedback to management on potential improvements.
  • Demonstrate the ability to multitask in a dynamic environment.
  • Investigate and resolve complex customer issues.
  • Adhere to all standard operating procedures.
  • Work independently while maintaining a collaborative spirit.

The Ideal Candidate Should Be:

  • Empathetic and approachable with a professional demeanor.
  • Detail-oriented and organized.
  • Proficient in computer applications.
  • Punctual and reliable.
  • A quick learner who thrives in fast-paced settings.
  • Flexible and adaptable.
  • Focused on career development.

Basic Qualifications:

  • Proficient in Microsoft Excel and Word.
  • Experience with customer ticketing systems such as Zendesk or Kustomer.
  • At least one year of experience in an OMS/CRM environment.
  • A strong team player with a solid work ethic.

Preferred Qualifications:

  • Experience in logistics.
  • Background in B2B/Wholesale customer service.
  • Familiarity with EDI/SPS systems.

Equal Employment Opportunity:

MasonHub is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.