E-Commerce Shipping Associate

iMomoko is a Japanese Personal Care, Beauty, Skincare, and Snacks importer. We strive to bring Japanese products to the US with excellent service!
The E-Commerce Shipping & Customer Service Associate is the backbone to our ecommerce operation.

Your job will be to proactively solve shipping related customer service issues, facilitate our B2C shipping/pick-up services, prepare 3PL shipments & scheduling, and respond to shipping related RMA cases across the various platforms we sell on.

Job description

Primary Core Responsibilities and Duties:
B2C Shipping:

• Printing/Prepping daily eCommerce orders packing slips for pickers 
• Preparing Shipping Quality Assurance Audit Manifests (double check lists for packers)
• Configuring order packaging + double checking invalid addresses + configuring third party shipping insurance.
• Printing USPS End of Day Forms to bulk tender parcels.
• Inspecting Momoko Site Orders for CC fraud/verifying ID Medium Risk/Cancelling high risk orders.

Customer Service:

• Answering phone calls, Livechat, Chargebacks, Buyer-seller messages, Escalations
• Issuing notices of order shortages, cancellation refunds, substitution authorizations, and verification requests.
• Clerical Customer Service Duties - Recording Refund/Date/Reason
• Facilitating RMAs (replacements/refunds/substitutions/photo graphing evidence of damage/documenting RMAs/following up with RMAs)
• Filing Shipping indemnities(insurance) with evidence of damages or errors + proof of value to various carriers or insurance company.

Shipping 3PL Networks:

• 3PL Picklists Processing
  • Creating Picklists
  • Record/Reporting Picking surplus/shortages
  • Documenting Line Item - lot numbers - qty/case - Case qty -  Qty - expiration/production dates.
• Printing Product barcode labels & english product information labels for 3PL inventory.
• Inspecting and enforcing packers to package 3PL shipments in compliance of internal policies. 
  • 40x48 intact wooden pallets used, finished pallets wrapped properly, exterior barcodes covered, boxes properly labeled, pallet tonnage/height within limits
  • Glass/Frigile Goods bubble wrapped
  • Liquid Bottled Products Poly Bagged
  • Compact product cases used (transitory collision risk management).
• Facilitating the schedule for 3PL shipments
  • Printing shipping labels for small parcel shipments
  • Scheduling 3PL LTL shipments (Freight Class, NMFC codes, Insurance, Height, weight, Pallet/carton qty, Appointment/Liftgate delivery, pick up dates).
• Printing Scheduled Shipment Documents
  • Bills of Lading
  • Packing Slips
  • Pallet Labels
  • PRO(some carriers not all) 
• Contacting LTL terminal dispatchers for pick-ups, delays, appointment deliveries, or additional services required.

Semi-Core Responsibilities:

Merchandising:

• Adjust listings to regional shipping zones and ensure proper configuration of merchandise.
• Copy pasting product listings content to create new product listing on channel management or within sales channels.
• Reporting & Correcting advertising errors product listings (incorrectly named product, wrong net contents, lack of key product information).
• Properly Grouping Products - ensuring cross sold products are properly labeled for listings. 

Position Requirements:

• Customer Orientated
• Organized
• Critical Thinking Skills
• Microsoft Excel and Google Sheets - Value Paste, Delete Rows, (Required)
• Professional Written & Verbal Communication Skills
• Adaptable to work under short deadlines
• English(Required) and Mandarin Chinese(Preferred)

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• Employee Discount

Schedule:

• 8 hour shift (9am-5:30pm) 12PM & 3PM 10 Min Break
• Monday to Friday

Education:

• Bachelor's Degree (Preferred)

Experience:

• customer service: 1-2 year (Preferred)

Work Location: In person