E-Commerce Fulfillment & Customer Service Specialist

RESPONSIBILITIES AND DUTIES

Fulfillment

•     Fulfill all e-commerce orders five days per week: pick, pack, and ship within designated time frames.

•     Process orders in Shopify, including order verification, shipping label creation, and fulfillment status updates.

•     Coordinate with the sales floor and inventory teams to locate products and resolve stock discrepancies during fulfillment.

•     Maintain an organized, efficient packing and shipping area, including shipping supplies inventory.

•     Maintain the Fulfillment & Shipping Error Log: accurately and transparently record every fulfillment, picking, packing, and shipping error — including one's own — with order number, cause, resolution, and follow-up. 

•     Categorize each logged incident by root cause (handling error, inventory/out-of-stock cancellation, carrier/shipping issue, or website/catalog error) so patterns and ownership are clear.

Customer Service

•     Serve as the chief customer service coordinator and communicator for all e-commerce inquiries, including email, phone, and order issues.

•     Manage the info@neptunemountaineering.com inbox: triage and direct incoming messages to the appropriate teams and individuals, and serve as a first point of contact for customers, vendor partners, and other businesses.

•     Communicate with customers and resolve orders affected by missing or unavailable items, following established procedures.

•     Own the returns and exchanges process end to end — process refunds and exchanges, escalating highly unique problems or challenges.

•     Handle shipping issues including lost, delayed, stolen, and damaged packages.

•     Communicate order status, delays, and resolutions to customers promptly and professionally.

•     Flag, research, and manage suspected fraud cases per the fraud review procedure.

•     Own the chargeback process end to end — compile and submit evidence (proof of service, refund confirmation) and track case resolution per established policy. 

Special & Group Orders

•     Own the coordination and execution of special orders and group orders end to end: intake, order entry, customer communication, and fulfillment.

•     Support the development and growth of group order business, including military and government contractor accounts, in collaboration with the Marketing & E-Commerce Director and buying team.

Other

•     Assist on the sales floor and with retail activities during key periods.

•     Other duties as needed to support e-commerce operations and goals.

WHAT WE’RE LOOKING FOR

Required Skills & Characteristics

•     Prior customer service experience with strong written and verbal communication skills.

•     Highly organized, detail-oriented, reliable, and able to manage repeatable daily processes.

•     Comfortable learning and working in e-commerce and shipping software (Shopify experience a plus, not required).

•     Able to lift and move products regularly as part of daily fulfillment work.

•     Integrity and transparency — proactively documents and reports their own errors and process gaps,

•     Open to feedback and committed to continuous learning.

•     Must be able to report and work in person at Neptune Mountaineering in Boulder, CO.

Preferred Skills & Experience

•     Prior retail experience, ideally in the outdoor industry.

•     Interest and participation in outdoor sports and activities, as well as local area knowledge.

WHAT WE OFFER

•     Pay Range: $20.00 to $24.00 per hour depending on experience.

•     Exclusive employee pricing and discounts on a variety of outdoor equipment and brands.

•     Full-time employees eligible for Group Health Insurance with subsidy.

•     Paid Time Off.

•     401k with Employer Contribution after 1 year of employment; Profit Sharing after 2 years.

•     Professional development and education opportunities.

•     Access to free rental equipment at Neptune Mountaineering.

•     Ski pass benefit.

•     “Pay-to-Play” product testing incentives and rewards.

•     Discounted access to a local indoor climbing gym.

 

 

WHO WE ARE
Neptune Mountaineering is an outdoor specialty retail store dedicated to welcoming all. We are owned, managed, and staffed by people inspired by the outdoors.

OUR MISSION
We serve our guests by understanding their needs and utilizing our expertise to provide the highest quality equipment to heighten their experience in the outdoors.

Welcome All – Always Learn – Cultivate Community – Inspire Environmental Stewardship – Enrich Lives

We Sell Fun

To apply send your cover letter and resume to jobs@neptunemountaineering.com with the position you are applying for in the subject line.