What are the responsibilities and job description for the Customer Service & Operations Associate - Seasonal position at Crew Mail Services?
About Crew Mail Services
Crew Mail Services is a Fort Lauderdale-based company specializing in package receiving, online shopping assistance, and retail services for cruise ship crew members.
For over 10 years, we’ve helped thousands of crew members conveniently shop, receive packages, and access essential products while their ships are in port.
Our team operates in a fast-paced, customer-focused environment where efficiency, teamwork, and excellent service are at the heart of everything we do.
Customer Service & Operations Associate — Seasonal
Pay: $18–$20/hour , based on experience
Performance-Based Incentive Bonus: Opportunity to earn additional compensation based on individual performance, accuracy, productivity, and teamwork.
Performance-Based Incentive Bonus: Opportunity to earn additional compensation based on individual performance, accuracy, productivity, and teamwork.
Season: November–May
Schedule: Full-time, approximately 40 hours per week
Reports to: Customer Experience & Operations Supervisor
Potential: Opportunity to return for future seasons based on performance and business needs
Position Summary
The Customer Service & Operations Associate is responsible for managing customer communications and processing online shopping requests efficiently and accurately.
Working primarily through WhatsApp, email, and phone, this position assists crew members with their purchasing requests, coordinates orders, and provides timely updates.
Under the direction of the Customer Experience & Operations Supervisor, the associate also supports administrative tasks, merchandise replenishment, inventory organization, and package receiving as needed.
Key Responsibilities
1. Customer Service & Communication — Primary Priority
- Respond to customer inquiries through WhatsApp, email, and phone.
- Assist crew members with order requests, payment questions, and delivery updates.
- Follow up on pending requests and outstanding orders.
- Resolve routine customer concerns and escalate issues to the supervisor when necessary.
- Maintain professional, timely, and accurate communication.
2. Online Order Processing — Primary Priority
- Receive and review shopping requests and product links submitted by customers.
- Verify product availability and pricing using the links provided.
- Confirm order details and obtain any missing information.
- Prepare order summaries and quotations.
- Coordinate payment and place approved orders according to company procedures.
- Monitor purchases, deliveries, and order status.
- Communicate updates or changes to customers.
- Maintain accurate purchasing and transaction records.
3. Administrative Support
- Maintain customer information and order records.
- Update transactions and relevant information in CMS TRAX.
- Assist with invoicing, payment records, and documentation.
- Complete additional administrative assignments as directed.
4. Inventory & Merchandise Support
- Replenish merchandise shelves and displays.
- Assist with inventory counts and organization.
- Receive and organize merchandise deliveries.
- Report low-stock items and discrepancies.
5. Warehouse & Package Receiving
- Assist with receiving, scanning, and sorting packages.
- Verify package information and customer assignments.
- Support warehouse operations when needed.
General Expectations
- Prioritize customer service and online order processing.
- Follow instructions and daily priorities established by the supervisor.
- Demonstrate accuracy, organization, and attention to detail.
- Manage multiple customer requests efficiently.
- Remain flexible and support other operational departments when assigned.
Qualifications
● Previous customer service, administrative, retail, order-processing, or office experience preferred.
● Strong written and verbal communication skills.
● Comfortable using WhatsApp, email, online shopping websites, and basic computer systems.
● Ability to compare product information, pricing, and availability accurately.
● Strong organizational skills and attention to detail.
● Ability to manage multiple requests and meet deadlines.
● Professional, dependable, and willing to learn.
● Bilingual English/Spanish communication skills are a plus.
Salary : $18 - $20