Customer Success Representative

About Handled Handled is a premium eCommerce fulfillment partner built for high-growth brands that care about quality, customization, and reliability. We run modern fulfillment operations and combine strong warehouse execution with thoughtful systems, clear process design, and world-class customer communication. We’re hiring a Customer Success Representative who loves solving problems, coordinating across teams, and ensuring customers feel supported and in control. This is a hybrid role based in Riverside, CA (mix of on-site collaboration and remote work). What You’ll Do You’ll own the day-to-day success of a group of customer accounts. Your job is to keep things running smoothly, communicate clearly, and ensure customer requests are handled correctly—while working closely with Operations, Finance, and Sales. Customer Onboarding & System Setup Set up and configure new customer accounts in our Warehouse Management System (WMS) Configure customer settings (selling channel connections, shipping preferences, pack rules, returns requirements, billing details, etc.) Create and maintain customer-specific SOPs / documentation Order Entry / Instruction Processing Receive order, routing, and shipping instructions from customers (often via email, spreadsheets, or shared docs) Validate that instructions are complete and internally consistent (addresses, SKUs, quantities, carrier/service level, ship dates, labeling, etc.) Ask clarifying questions when needed and document final confirmed instructions clearly Manually and accurately enter orders and shipping details into the WMS when required Special Projects & Coordination Plan and coordinate special projects (kitting, relabeling, retail prep/compliance, inventory rework, etc.) Work cross-functionally with Operations, Finance, and Sales to scope work, estimate timelines, and provide pricing Author clear written specifications that define: project scope, success criteria, and constraints operational requirements and responsibilities (Handled vs. customer) pricing assumptions and billing rules timelines and dependencies Ensure the customer explicitly agrees to these specifications prior to execution Ensure projects are executed to spec and completed to customer satisfaction Customer Support & Issue Resolution Respond to customer questions and requests using tools like Zendesk and Slack Work with Ops and Finance to investigate issues and provide clear answers Own escalations from start to finish and communicate proactively until resolved Identify repeat issues and help drive root-cause fixes Billing Support Support weekly customer billing workflows with Finance Confirm billable activity (special projects, storage, handling, supplies, etc.) Help resolve billing questions and disputes quickly and professionally Ongoing Account Management Proactively monitor account health (open issues, SLA performance, exceptions) Keep internal teams aligned on customer requirements and changes Monitor customer satisfaction signals, including regular customer surveys; proactively follow up on negative feedback to drive resolution, and help convert positive customer sentiment into public advocacy (e.g., online reviews) Support periodic reporting / account check-ins as needed What You’ll BringHow You Operate You’re detail-obsessed and take pride in getting things right the first time You write clearly and professionally You own outcomes and follow issues through until they’re fully resolved You can manage multiple priorities without dropping threads You’re calm under pressure and naturally customer-first You proactively prevent problems through documentation, structure, and clear expectations Technically Capable You’re comfortable working in software systems and don’t get intimidated by technical workflows You can translate customer instructions into correct WMS configuration and accurate order/shipping entry You’re strong in spreadsheets (organization, cleanup, filters, lookups, basic analysis) You can troubleshoot basic issues (missing fields, bad data, mapping problems) and escalate with clear documentation Experience (Preferred, Not Required) Experience in fulfillment, logistics, customer success, or customer support is preferred — but Handled will train the right person. We care more about: clarity of thinking accountability and follow-through ability to learn quickly writing skills calm, confident customer communication Bonus Points 3PL / fulfillment experience Familiarity with WMS platforms (Logiwa IO) Shopify / eCommerce ecosystem familiarity Experience with usage-based billing or invoicing Familiarity with AI tools (e.g., ChatGPT) to improve speed, quality, and accuracy - especially for drafting customer communication, writing specs/SOPs, and structured problem-solving What Success Looks Like Customers feel supported, informed, and confident in Handled Orders and shipping instructions are entered accurately (low error rate, minimal rework) Issues are resolved quickly with clear ownership and follow-through Special projects run smoothly (scoped right, priced right, executed right) Written specs prevent confusion and eliminate “surprises” Internal documentation stays current and reduces operational mistakes Billing is accurate, timely, and easy for customers to understand Physical Requirements / Work Environment Hybrid role based in Riverside, CA with regular time on-site in a warehouse environment Must be able to: lift and carry up to 40 lbs (occasionally) stand and walk for extended periods when on-site bend, reach, push/pull carts, and navigate warehouse aisles safely Work environment may include loud noise, moving equipment (forklifts/pallet jacks), and varying temperatures Must be able to follow all safety procedures and wear required safety gear when on-site Schedule, Location & Pay Hybrid role based in Riverside, CA Hourly position (full-time, typically 40 hours/week) Pay range: $24 – $27 per hour, depending on experience Overtime eligible per policy and applicable law Health benefits + PTO Additional Information Must be authorized to work in the United States Background check may be required depending on role/warehouse access Handled is an Equal Opportunity Employer How to Apply Send your resume and a short note on why you’re a fit — especially any experience coordinating across teams, supporting customers, or managing detailed operational workflows. Pay: $24.00 - $28.00 per hour Expected hours: 30.0 – 50.0 per week Benefits: 401(k) 401(k) matching Paid time off Work from home Work Location: Hybrid remote in Riverside, CA 92507