Fulfillment Support Specialist

Brilliant is seeking a full time, experienced Fulfillment Support Specialist to join our rapidly-growing, profitable, boot-strapped company. Brilliant delivers the best corporate gifting experiences in the world through best-in-class white glove service, product expertise, in-house fulfillment capabilities, and a leading proprietary technology platform.

If you are passionate about solving problems and delivering delightful user experiences through software, you may be a great candidate. You are able to learn software systems quickly with support from seasoned team members to guide you along the way. You have experience managing logistics, operations, and/or fulfillment projects, and are comfortable balancing long term projects against fighting fires as they pop up. We’re looking for someone who is comfortable cross-collaborating with multiple teams and stakeholders.

This role is full time, with potential for expansion of responsibilities as the company continues to grow. Brilliant has been a fully-remote company since inception and works with team members in all North American time zones.

RESPONSIBILITIES:

• Driving Fulfillment Success: Collaborate with our client-facing team members to collect requirements and define success metrics for fulfillment of client projects. Provide expert guidance during the planning stages of complex projects by leveraging your knowledge of client service objectives, fulfillment tools, and warehouse operations. Propose optimal fulfillment strategies to meet client requests effectively and efficiently.
• Fulfillment Set Up and Management:  Coordinate the setup of complex projects within our fulfillment management system, ensuring adherence to standard operating procedures (SOPs). Clearly communicate project details between Client Services and Warehouse teams to facilitate seamless execution. Partner with our International Operations Manager on projects involving overseas shipments. Proactively monitor the fulfillment management system to identify and address potential issues before they arise.
• Resolving Escalated Software Issues: Support the warehouse team by troubleshooting and resolving software-related errors promptly. Escalate advanced technical issues to relevant teams and track progress to ensure resolution. Balance urgent, time-sensitive requests with ongoing, less critical projects.
• Internal Documentation and Training Support: Collaborate with the product management team to understand new releases, features, and updates. Work with our Documentation and  Training Specialist to develop materials and support internal teams in adopting and understanding new tools and processes.
• Share Feedback and Insights:  Identify patterns, user experience challenges, and operational inefficiencies; document and share these with the product team for future roadmap prioritization. Offer constructive feedback on proposed solutions and concepts based on practical experience with the software and its users.
• Customer Support: Serve as a point of contact for customers and shipping carriers to resolve fulfillment issues. Utilize support ticketing platforms to manage and address customer concerns effectively, ensuring a positive experience.

REQUIREMENTS:

• Bachelor’s degree
• 2+ years of experience in product support, operations support, or similar role. 
• Exceptional organizational skills and attention to detail, with a strong analytical mindset and the ability to solve complex problems in a dynamic, fast-paced environment.
• Proficiency with software applications and a demonstrated ability to learn new systems quickly.
• Familiarity with support ticketing systems and project management workflows.
• Outstanding verbal and written communication skills, capable of explaining technical concepts clearly to diverse audiences.
• Demonstrated ability to work collaboratively with internal teams and external vendors.
• A customer-focused mindset, committed to delivering exceptional service and support.