Partner Support Representative

Company Description

ColdTrack is a leading tech-enabled third-party fulfillment platform serving B2C and B2B eCommerce businesses, offering bespoke pick-and-pack fulfillment, proprietary route optimization software, and enterprise shipping services. Headquartered in New York City, the company operates facilities in Edison, NJ, Stockton, CA, Patterson, CA, Indianapolis, IN, and multiple partner locations across the United States. ColdTrack enables ground shipping with 48 hours or less time-in-transit to more than 99% of the U.S. population, helping clients scale efficiently while maintaining strong service levels. The organization is focused on providing better value and reliability than traditional providers and in-house fulfillment solutions. Team members contribute to delivering high-performance logistics technology that supports the #DeliveringTheCoolestThings mission.

Role Description

As a Partner Support Representative at ColdTrack, you will serve as the primary point of contact for a dedicated book of partner accounts, providing timely assistance, troubleshooting issues, and ensuring an exceptional customer experience. You will own the day-to-day relationship with your assigned partners, investigating order and fulfillment issues, liaising between internal teams and customers, and resolving inquiries with professionalism and speed. This role is ideal for a proactive, detail-oriented problem-solver who thrives on building trust with customers while navigating order management and warehouse systems in a fast-paced logistics environment.

Responsibilities

Own Partner Relationships: Own a dedicated book of partner accounts, serving as their day-to-day point of contact and building relationships with key contacts over time.

Serve as Cross-Team Liaison: Act as the liaison between internal teams and customers, ensuring clear communication and timely issue resolution.

Manage Inbound Inquiries: Respond to all inbound partner inquiries via email and track incidents in the ticketing system while adhering to service level agreements (SLAs).

Investigate Order & Fulfillment Issues: Use order management and warehouse management systems to track shipments, research discrepancies, and resolve fulfillment issues.

Resolve Technical Issues: Engage with internal teams to resolve technical issues, requests, and inquiries, providing timely updates to partners throughout the process.

Ensure Customer Satisfaction: Ensure partner issues are resolved completely and efficiently while maintaining high customer satisfaction.

Educate Partners: Educate partners on resolutions in a professional, courteous, and prompt manner.

Track & Report on Trends: Track and report on support trends using internal tools, monitoring performance and recommending improvements.

Develop Product Expertise: Develop a deep understanding of ColdTrack's products, services, and processes to effectively troubleshoot partner issues.

Drive Continuous Improvement: Identify opportunities to improve support and the overall ColdTrack experience for assigned partners.

Collaborate Cross-Functionally: Collaborate with teams across Operations, Logistics, TechOps, Finance, and Partner Success to resolve partner concerns.

Qualifications

Customer Service Experience: 1-2 years of experience in Customer Service, Technical Support, or a related role.

Industry Experience: Experience in the logistics industry is a plus.

Systems Familiarity: Familiarity with ERP, MRP, or WMS systems is considered an asset.

Ticketing Systems: Experience using a support ticketing system (Zendesk or similar).

Spreadsheet Proficiency: Comfort working in spreadsheets (Excel/Google Sheets) for tracking, reporting, and basic data reconciliation.

Organizational Skills: Strong organizational and time management skills, with the ability to multitask in a fast-paced environment.

Collaboration: Ability to work effectively both independently and as part of a team.

Communication: Professional demeanor with strong interpersonal and communication skills, including the ability to explain technical concepts to non-technical users.

Structure

The Partner Support Representative reports to the Tech Ops Support Manager and collaborates closely with teams across Operations, Logistics, TechOps, Finance, and Partner Success to resolve partner concerns and improve the overall support experience.

Location and Travel Requirements

This is a full-time remote position, with working hours roughly 11:00 AM–7:00 PM Eastern, Monday through Friday.

Compensation and Benefits

$50,000–$60,000 annually, based on experience, plus a comprehensive benefits package.