Senior Global Customer Experience & Order Fulfillment Strategist – Championing International Logistics Excellence, Cross‑Functional Collaboration, Continuous Process Optimization, and Customer Success at brighthush
About brighthush
brighthush is more than a logistics provider; we are a catalyst for transformation in the global supply chain ecosystem. With a footprint that spans North America, Europe, and Asia, we empower retailers, manufacturers, and freight partners to deliver products faster, greener, and more reliably than ever before. Our mission is simple yet ambitious: to reimagine how goods move from point A to point B by blending cutting‑edge technology, sustainable practices, and a people‑first culture. Whether you are a seasoned professional or a recent graduate eager to launch your career, brighthush offers a collaborative environment where ideas are heard, contributions are celebrated, and career growth is built into every day.
Why This Role Is a Game‑Changer
As a Senior Global Customer Experience & Order Fulfillment Strategist at brighthush, you will become the linchpin that keeps our order fulfillment engine humming. You will manage a high volume of customer inquiries, coordinate shipments across borders, and partner with Sales, Purchasing, and Operations to ensure every order is processed accurately and on time. This role is perfect for someone who loves juggling multiple priorities, thrives in a fast‑paced setting, and is passionate about delivering world‑class service. In addition, you will have the opportunity to shape processes, influence technology adoption, and directly impact customer satisfaction scores.
Key Responsibilities
- Customer Communication: Serve as the primary point of contact for customers via email, phone, and live chat, providing timely updates on order status, shipment tracking, and any issues that arise.
- Order Processing: Receive, verify, and enter customer orders into our ERP and CRM systems with precision, ensuring all details are captured accurately and that any discrepancies are flagged immediately.
- Cross‑Functional Coordination: Work closely with Sales, Purchasing, and Warehouse teams to align on inventory availability, pricing, and shipment schedules, ensuring a seamless handoff from order entry to delivery.
- Shipment Planning: Plan and schedule domestic and international shipments, taking into account lead times, customs requirements, carrier constraints, and cost optimization strategies.
- Forecasting & Reporting: Generate short‑term and 12‑month forecasting reports to support inventory planning and demand management, collaborating with the Analytics team to refine predictive models.
- Credit & RMA Management: Issue customer credits, process Return Merchandise Authorizations (RMAs), and track returns through to resolution, ensuring accurate financial reconciliation.
- System Maintenance: Keep customer records up to date in our ERP and CRM systems, ensuring data integrity, accessibility, and compliance with data protection regulations.
- Product Inquiries: Respond to technical and product questions from customers and sales representatives, gathering necessary information to provide accurate answers and escalating complex issues to the appropriate subject‑matter experts.
- Quote Preparation: Compile and submit formal quotes to customers, incorporating pricing, terms, and delivery timelines, and negotiate adjustments as needed.
- Sample Order Management: Process sample orders, coordinate with suppliers, and ensure samples reach customers on schedule, maintaining a high level of customer satisfaction.
- Support Account Managers: Assist Account Managers and Outside Sales in securing purchase orders and closing deals, providing administrative support and data insights.
- Process Improvement: Contribute to the implementation of operational procedures and suggest enhancements to streamline workflows, reduce cycle times, and improve accuracy.
- Ad‑hoc Projects: Take on additional duties as needed to support business growth and operational excellence, including system migrations, data clean‑ups, and special event coordination.
Essential Qualifications
- Bachelor’s degree in Business, Supply Chain, Logistics, or a related field.
- 0–2 years of experience in customer service, inside sales, account management, or business development.
- Proficiency in Microsoft Office Suite, especially Excel (advanced formulas, pivot tables, data analysis) and Outlook.
- Strong organizational skills with a keen eye for detail.
- Excellent written and verbal communication abilities.
- Ability to multitask, prioritize, and manage competing deadlines.
- Problem‑solving mindset and analytical thinking.
- Fast learner with strong computer and internet skills.
- Positive, team‑oriented attitude and a sense of urgency.
Preferred Qualifications
- Experience with SAP ERP systems or similar enterprise platforms.
- Background in demand and supply forecasting.
- Knowledge of order fulfillment and shipment planning, especially with overseas lead times.
- Familiarity with Electronic Data Interchange (EDI) systems.
- Experience in handling international shipping documentation and customs compliance.
Core Skills & Competencies
- Attention to detail and meticulous data entry.
- Strong analytical and problem‑solving skills.
- Time management and the ability to work under pressure.
- Team collaboration and cross‑departmental communication.
- Adaptability to changing priorities and fast‑paced environments.
- Customer‑centric mindset with a focus on exceeding expectations.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Specialist, you will:
- Gain hands‑on experience with global supply chain operations and international logistics.
- Develop expertise in SAP, EDI, and advanced Excel techniques through on‑the‑job training and formal courses.
- Participate in cross‑functional training sessions covering Sales, Purchasing, and Logistics, giving you a holistic view of the business.
- Earn certifications in supply chain management or customer service excellence, supported by a dedicated learning budget.
- Advance into roles such as Senior Customer Service Analyst, Operations Coordinator, or Supply Chain Planner, with clear career pathways mapped out.
- Benefit from mentorship programs that pair you with seasoned professionals who guide your professional development.
- Take part in innovation labs where you can propose and pilot new tools or processes that improve efficiency.
Work Environment & Culture at brighthush
Our Lake Forest, CA office is a vibrant, collaborative space designed to foster creativity and teamwork. You’ll find:
- Open‑plan workstations with ergonomic furniture and quiet zones for focused work.
- Regular team lunches, happy hours, and community service events that build camaraderie.
- A culture that celebrates diversity, inclusion, and continuous improvement, with quarterly town halls and open feedback loops.
- Flexible work arrangements, including hybrid options for certain roles, to support work‑life balance.
- State‑of‑the‑art technology and tools to streamline your daily tasks, from cloud‑based ERP to AI‑powered analytics dashboards.
- On‑site wellness amenities such as a fitness center, meditation rooms, and healthy snack stations.
Compensation, Perks & Benefits
While the base hourly rate starts at $25.00, brighthush offers a comprehensive benefits package to support your well‑being and professional growth:
- Competitive salary and performance‑based bonuses that reward results.
- Health, dental, and vision insurance with a generous employer match.
- 401(k) plan with company match and financial planning resources.
- Paid time off, holidays, and sick leave, plus a flexible vacation policy.
- Employee wellness programs, gym memberships, and on‑site fitness classes.
- Professional development budget, tuition reimbursement, and access to industry conferences.
- Employee referral bonuses and recognition programs that celebrate milestones.
- Annual company retreats and off‑site team building events.
How to Apply
Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Global Customer Experience & Order Fulfillment Strategist role at brighthush. We’re excited to learn how your skills and passion align with our mission to deliver unparalleled service across the supply chain.