Customer Service and Fulfillment Support Representative

Job Description

Job DescriptionCustomer Service & Fulfillment Support Representative (Hybrid)Kennedy Blue is seeking a Customer Service & Fulfillment Support Representative for a hybrid role that blends customer support with hands-on, in-office collaboration. This position works onsite Monday–Thursday in our office and fulfillment center and remotely on Fridays.
This role is ideal for someone who enjoys helping customers and being part of the operational heartbeat of a growing company. You’ll support bridal parties through their wedding journey while also working closely with our fulfillment team to ensure orders, returns, and shipments are accurate, timely, and handled with care.
The ideal candidate has a strong customer-first mindset, excellent communication skills, and enjoys being part of a collaborative, team-oriented environment.
About Kennedy Blue
Kennedy Blue is a bridal and bridesmaid dress company dedicated to making wedding planning easier through high-quality, affordable, and stylish dresses sold via a seamless online experience. We are a fast-growing, values-driven company that prioritizes teamwork, adaptability, and creating exceptional experiences for both our customers and our employees.

Why Work at Kennedy Blue

Our culture is built around our core values: Adapt, Create Happiness, Extra-ordinary, and Self-Motivated. We move quickly, solve problems thoughtfully, and hold ourselves to a high standard while keeping the customer experience at the center of everything we do.

We believe in collaboration across teams, clear communication, and ownership in our roles. Unlike large call-center environments, you’ll be part of a close-knit team where your ideas matter, your growth is encouraged, and your contributions directly impact our brides and their families. We value work-life balance and are intentional about creating a workplace people genuinely enjoy being part of.

Key Responsibilities

Customer Service Support (Remote & In-Office)

• Provide prompt, accurate, and empathetic customer support via phone, email, and chat
• Assist customers with sizing, color options, product details, order status, and policy questions
• Resolve issues related to shipping delays, returns, exchanges, and order adjustments
• Maintain detailed and organized customer records using Shopify and customer support systems
• Build strong product knowledge across all Kennedy Blue styles, policies, and promotions

Fulfillment & Operations Support (In-Office)

• Partner with the fulfillment team to support daily warehouse operations
• Assist with returns processing (RMAs), including inspection, intake, and system updates
• Support pick, pack, and ship workflows during high-volume periods
• Help verify order accuracy, packaging quality, and outbound shipments
• Assist with carrier coordination, shipping labels, and outbound manifests
• Support operational tasks such as inventory counts, audits, ETA updates, and quality checks
• Communicate fulfillment-related issues or trends back to the customer service team and leadership

Team Collaboration & Process Improvement

• Participate in weekly team meetings and in-office training sessions
• Collaborate cross-functionally with Customer Service, Fulfillment, and Operations
• Identify recurring customer or operational issues and escalate opportunities for improvement
• Support special projects during peak seasons or company initiatives

Requirements

• 3+ years of experience in customer service, client support, or a related role
• Strong written and verbal communication skills
• Ability to resolve issues with professionalism, empathy, and confidence
• Excellent time-management and organizational skills
• Comfortable balancing customer-facing work with operational tasks
• Experience with e-commerce platforms or CRMs (Shopify experience is a plus)
• Willingness to work onsite and support fulfillment operations as needed
• Team-oriented mindset with a positive, collaborative attitude
• Within driving distance of our fulfillment office (St Paul Area)

Compensation & Benefits

• Starting hourly rate: $18, with growth opportunities based on performance
• Health, dental, and vision insurance
• Paid time off and retirement savings plan
• Employee discounts on Kennedy Blue products
• Supportive leadership and a collaborative, growth-focused environment

Work Schedule

• Monday–Friday, 8:30 AM – 4:30 PM
• Hybrid role:
  • Onsite: Monday–Thursday
  • Remote: Friday

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