Customer Service & Logistics Coordinator

Company & Industry

We are a USA local delivery service for cannabis related products and are looking to hire two Customer Service & Logistics Coordinators.

Candidates must be comfortable supporting customer service, order coordination, payment confirmation, delivery logistics, and Shopify-related tasks for this type of business.

This role does not require handling products in person. It is a remote customer service and logistics coordination position focused on communication, order tracking, delivery coordination, and operational support.

We are looking for candidates that want to grow with us as there is room for significant growth!


Position Overview

We are hiring reliable, organized, and detail-oriented Customer Service & Logistics Coordinators to help manage daily customer communication, order coordination, delivery logistics, payment confirmation, fulfillment tracking, and basic Shopify support.

This is a customer service and logistics-heavy role. The main focus is communicating with customers, monitoring orders, coordinating deliveries, tracking payments, and helping ensure orders are processed accurately and delivered on time.

This is a remote position for someone who is comfortable working during U.S. Eastern Time business hours. Our operating hours are 9:00 AM to 7:00 PM Eastern Time, 7 days per week.

We are looking to hire two tea ---------- mbers to split weekly coverage:

-Position 1: Monday–Thursday, 9:00 AM–7:00 PM Eastern Time
-Position 2: Friday–Sunday, 9:00 AM–7:00 PM Eastern Time

Candidates must be available during their assigned shift and must remain responsive throughout the shift. This role requires real-time customer communication, order monitoring, delivery coordination, and issue escalation.

Schedule

Our business operating hours are:

9:00 AM to 7:00 PM Eastern Time
Monday through Sunday
7 days per week


Available schedules:

Position 1: Monday–Thursday, 9:00 AM–7:00 PM ET
Position 2: Friday–Sunday, 9:00 AM–7:00 PM ET

Weekend availability is required for Position 2.

There may be occasional overlap or handoff time between tea ---------- mbers to make sure open orders, delivery issues, inventory updates, and customer conversations are properly transitioned.

Reliability, consistent attendance, and clear communication are extremely important for this role.


Key Responsibilities

-Customer Communication
-Review incoming orders and contact customers to confirm order details.
-Send payment instructions to customers using company-provided templates.
-Confirm receipt of payment before orders are fulfilled or dispatched.
-Respond to customer questions in a timely, professional, and helpful manner.
-Send tracking information to customers once shipping labels have been created and orders have been dispatched.
-Communicate product substitutions, replacements, or out-of-stock items to customers when needed.
-Use company-provided copy-and-paste templates to ensure consistent and professional customer communication.
-Escalate customer issues, complaints, delivery concerns, or fulfillment problems to the appropriate tea ---------- mber when necessary.

Order Coordination & Fulfillment
-Monitor incoming Shopify orders throughout the shift.
-Review order details for accuracy, including customer information, products ordered, delivery or shipping method, and payment status.
-Ensure orders are processed accurately and moved through the proper fulfillment workflow.
-Create prepaid shipping labels for orders that need to be shipped.
-Send tracking information to customers once labels are created and orders are dispatched.
-Manually fulfill Shopify orders sent through Uber Courier.
-Confirm fulfillment status and follow up on unresolved or delayed orders.
-Help ensure orders are dispatched accurately and in a timely manner.

Delivery Logistics & Driver Coordination
-Assign local deliveries to private drivers based on driver availability, delivery area, and order requirements.
-Coordinate Uber Courier deliveries when private drivers are unavailable.
-Communicate delivery details clearly with drivers and dispatch.
-Monitor delivery progress and follow up when needed.
-Help resolve delivery issues, delays, driver availability problems, or customer address concerns.
-Log private driver deliveries by service area, such as Washington DC, Arlington, Alexandria, and other delivery zones.
-Ensure completed deliveries are accurately recorded.

Cash Collection & Payment Tracking
-Identify qualifying orders that require cash payment, typically larger orders based on delivery method and private driver availability.
-Coordinate cash collection instructions with customers, drivers, and dispatch.
-Confirm that cash collected by drivers is retrieved and properly recorded by dispatch.
-Maintain clear records of cash-related orders and completed collections.
-Escalate any payment discrepancies or cash collection issues immediately.

Shopify Store Support
-Assist with basic Shopify store management and order-related tasks.
-Help create and update Shopify product listings as directed.
-Upload or update product photos, descriptions, pricing, product details, variants, and inventory information.
-Help keep product listings accurate, organized, and consistent.
-Check product pages for errors, missing information, incorrect pricing, or inaccurate availability.
-Assist with updating product availability based on current inventory.
-Notify the team when products are low in stock or out of stock.
-Report Shopify issues, listing errors, fulfillment problems, or inventory discrepancies to the team.

Inventory Monitoring
-Monitor product availability and notify the team when inventory is running low.
-Identify products that may need to be restocked, hidden, updated, replaced, or marked out of stock.
-Coordinate with the internal team to confirm product availability before fulfillment when needed.
-Help prevent customers from ordering unavailable products by keeping the team informed of inventory issues.
-Communicate out-of-stock items or replacement options to customers using approved messaging templates.

Reporting & Record Keeping
-Maintain accurate records of completed orders and deliveries.
-Track private driver deliveries by location/service area.
-Keep records of shipped orders, courier orders, private driver deliveries, and cash collection orders.
-Monitor order completion and follow up on unresolved orders.
-Keep fulfillment, delivery, Shopify, inventory, and payment records organized and up to date.
-Report recurring issues, delays, product availability problems, or customer service concerns to management.

Shift Handoff
-Provide clear end-of-shift updates for any open orders, pending customer conversations, delivery issues, payment confirmations, cash collection items, inventory concerns, or Shopify tasks.
-Make sure the next tea ---------- mber has enough context to continue operations smoothly.
-Document unresolved issues clearly and escalate urgent matters when needed.

Qualifications
-Strong written English communication skills (must be fluent in written and verbal)
-Strong attention to detail and organizational skills.
-Ability to manage multiple orders, messages, and tasks at the same time.
-Comfortable working in a fast-paced environment.
-Reliable, responsive, and able to work independently.
-Able to follow established procedures and use pre-written customer communication templates.
-Ability to make basic logistical decisions regarding delivery assignments.
-Strong problem-solving skills and ability to escalate issues when needed.
-Professional, calm, and clear communication style with customers, drivers, and tea ---------- mbers.
-Exceptional Customer service
-Comfortable working remotely during U.S. Eastern Time business hours.
-Must have reliable internet, a computer, and the ability to stay available throughout the assigned shift.

Preferred Experience
-Previous experience in customer service, e-commerce operations, logistics coordination, dispatching, or order fulfillment.
-Experience using Shopify or similar e-commerce platforms.
-Experience creating or updating product listings.
-Experience monitoring inventory or managing product availability.
-Experience coordinating with drivers, couriers, dispatch teams, or delivery services.
-Experience handling customer payment confirmations or cash collection tracking.
-Experience working in a fast-paced customer support or order management environment.
-Experience working for U.S.-based companies or clients.

Ideal Candidate
The ideal candidate is dependable, quick to respond, detail-oriented, and comfortable managing both customer communication and delivery logistics.

This person should be able to stay calm under pressure, follow instructions carefully, keep orders moving efficiently, and help ensure the online store remains accurate and up to date.

They should be comfortable communicating with customers, coordinating drivers, tracking payments, monitoring order fulfillment, and supporting basic Shopify tasks such as inventory updates and product listings.

We are looking for someone who can think clearly, follow systems, communicate well, and take ownership of their assigned shift.


Compensation
Compensation will depend on experience, schedule availability, English communication skills, Shopify experience, and logistics/customer service background.


Application Instructions

To apply, please include the word “LOGISTICS” at the top of your application.

Please also answer the following questions:

1. Which schedule are you applying for?

Position 1: Monday–Thursday, 9:00 AM–7:00 PM ET
Position 2: Friday–Sunday, 9:00 AM–7:00 PM ET

2. Are you available to work during U.S. Eastern Time hours?
3. Are you available to work weekends if applying for Position 2?
4. What customer service experience do you have?
5. Have you used Shopify before? If yes, what tasks have you handled?
6. Have you ever coordinated deliveries, drivers, couriers, dispatch, or logistics before?
7. Have you created shipping labels or helped with order fulfillment before?
8. Have you helped create or update product listings before?
9. A customer paid for an order, but one item is out of stock. What message would you send them?
10. A driver stops responding during a delivery. What steps would you take?
11. An order is marked for delivery, but inventory appears low or unavailable. What would you do before confirming the order with the customer?
12. What is your desired hourly or monthly rate?
13. Please briefly explain why you think you would be a good fit for this role.