Senior Customer Support & Order Fulfillment Specialist Full Time NEW

Job Description:

We are seeking a highly experienced and detail-oriented Senior Customer Support & Fulfillment Specialist to take full ownership of our end-to-end order operations. This role is ideal for candidates with a strong background in e-commerce, particularly in order management, cross-border logistics, distribution, and supply chain operations.

You will be responsible for ensuring seamless order fulfillment, maintaining a high standard of customer experience, and driving continuous improvements in operational processes to support business scalability.

Responsibilities:

A. Order Operations & Fulfillment Ownership

• Own and manage the full order lifecycle from order placement to final delivery across all sales channels, including cross-border shipments.
• Ensure high accuracy and efficiency in order processing, inventory coordination, packing, and shipping.
• Take accountability for minimizing errors, delays, and operational bottlenecks.

B. Customer Support & Experience Management

• Handle customer inquiries related to orders, delivery, and post-purchase experience in a professional and timely manner.
• Resolve issues proactively with strong ownership and attention to detail.
• Manage and resolve carrier-related issues such as delays, failed deliveries, returns, and lost shipments.
• Maintain high customer satisfaction while balancing operational efficiency.

C. Process Improvement & Operational Excellence

• Identify inefficiencies in order management and fulfillment workflows and drive improvements.
• Propose and implement scalable solutions, including SOP enhancements, tools, or automation.
• Use data and operational insights to support decision-making and continuous improvement.

D. Logistics & Supply Chain Coordination

• Coordinate with logistics and delivery partners to ensure service levels are met, especially for international shipping operations.
• Monitor delivery KPIs (speed, cost, accuracy) and take corrective actions when needed.
• Build and maintain strong relationships with external partners.

E. Performance Ownership & KPI Management

• Take ownership of key operational KPIs, including order accuracy, fulfillment lead time, response time, and issue resolution rate.
• Track, analyze, and report performance metrics, and proactively drive improvements to meet targets.

Qualifications:

• Minimum 5 years of experience in fulfillment, logistics, supply chain, or related operations.
• At least 3 years of experience in an e-commerce company, with hands-on exposure to order management and fulfillment processes.
• Proven experience handling cross-border shipping and international logistics.
• Experience managing carrier-related issues (delays, returns, lost shipments, failed deliveries).
• Experience handling customer support related to order and delivery is required.
• Strong experience in order operations, distribution, or SCM is highly preferred.
• Fluent in English (written and spoken).
• Strong analytical thinking and problem-solving skills.
• High attention to detail with a structured, process-driven mindset.
• Ability to work independently with full ownership.
• Able to join on short notice is highly preferred.
• Experience in the beauty industry is a strong plus.

What You Will Gain by Working at SkinSeoul:

• Be at the forefront of a company pioneering and disrupting the e-commerce and skincare industry with advanced AI technology
• Be part of the growth story and boost your career by joining an ambitious and fast growing company
• Thrive in a dynamic environment and challenge yourself to solve unique business problems
• Work in an international work environment with a flat organization

About SkinSeoul:

At SkinSeoul we stand at the unique intersection of AI, e-commerce, and skincare. We are disrupting the B2C ecommerce market in skincare and our vision is to be become the #1 skincare company globally. Starting with K-Beauty, we have unleashed the potential of advanced AI technology to launch the world’s largest Korean skincare store. We pride ourselves on offering not only the largest but most personalized skincare selection, at affordable price points and with a superior customer experience.

SkinSeoul is an equal opportunity employer committed to fostering an inclusive, innovative, and learning environment with the best employees. We provide equal employment opportunities without regard to gender, identity, race, religion, nationality, age, marital status, disability, or any other protected status, as required by applicable law. If there is anything we can do to help ensure you have a comfortable and positive interview experience, please let us know.