Shipping and Customer Service Lead

SJ CardsShipping & Customer Service Lead

Position: Shipping & Customer Service Lead
Company: SJ Cards
Employment Type: [Full-Time / Part-Time]
Pay: [Hourly Rate Bonus, if applicable]

About the Position

SJ Cards is looking for a reliable, organized, and detail-oriented Shipping & Customer Service Lead to oversee the day-to-day shipping operations for our growing TCG business.

This position will be responsible for processing and shipping orders from eBay Live, TCGplayer, and other sales channels, ensuring orders are accurate, packaged properly, and shipped on time.

The Shipping & Customer Service Lead will also serve as the primary point of contact for shipping-related customer service issues and will assist with setting up and breaking down live sales events.

This is an important role that requires someone who can work independently, stay organized in a fast-paced environment, and take ownership of the shipping and customer service process from start to finish.

Key ResponsibilitiesShipping & Fulfillment

• Oversee and manage daily shipping operations for SJ Cards.
• Process orders from eBay Live, TCGplayer, and other online sales channels.
• Pull and organize products accurately based on customer orders.
• Verify products, quantities, conditions, and order information before shipping.
• Safely package TCG cards, sealed products, slabs, and other collectibles.
• Select appropriate shipping materials and packaging based on the product.
• Print shipping labels and prepare packages for carrier pickup.
• Ensure orders are shipped within required marketplace handling times.
• Track shipments and address delayed, lost, or damaged packages.
• Maintain an organized shipping and packing area.
• Help develop and maintain efficient shipping procedures.
• Monitor shipping supplies and notify management when supplies need to be reordered.
• Assist with processing returns, refunds, and replacement shipments when necessary.

eBay Live & TCGplayer Responsibilities

• Manage fulfillment of orders generated through eBay Live.
• Manage fulfillment of TCGplayer orders.
• Ensure live-sale orders are properly sorted and matched to the correct customers.
• Work closely with live-stream hosts to ensure products sold during streams are accurately recorded and fulfilled.
• Help organize products before and after live sales.
• Identify and report discrepancies between orders, inventory, and products sold.
• Maintain accurate records of shipped and pending orders.
• Help ensure marketplace shipping requirements and deadlines are consistently met.

Customer Service

The Shipping & Customer Service Lead will be responsible for handling customer inquiries and issues related to orders and shipping.

Responsibilities include:

• Respond to customer questions regarding order status and shipping.
• Investigate missing, delayed, damaged, or incorrectly shipped orders.
• Communicate professionally with customers through eBay, TCGplayer, email, and other platforms.
• Process appropriate replacements, refunds, or other resolutions according to company policies.
• Handle customer complaints professionally and work toward positive resolutions.
• Escalate unusual or serious customer issues to management.
• Maintain a professional and helpful attitude, even when dealing with difficult customers.
• Help protect SJ Cards' reputation and seller ratings by providing excellent customer service.

Live Sale Event Support

The Shipping & Customer Service Lead will also assist with the preparation and organization of SJ Cards' live sales.

Responsibilities may include:

• Help set up the workspace before live sales.
• Organize products in the order they will be sold.
• Prepare cards, sealed products, slabs, and other merchandise for streamers.
• Ensure products are properly labeled and organized.
• Help prepare shipping supplies and workstations before large live events.
• Assist with organizing sold products during and after live sales.
• Help clean up and reset the workspace after streams.
• Work with streamers and management to improve the efficiency of live-sale fulfillment.

Requirements

• Previous experience in shipping, fulfillment, e-commerce, retail, or customer service preferred.
• Strong organizational and time-management skills.
• Excellent attention to detail.
• Ability to work quickly while maintaining accuracy.
• Comfortable using computers and online platforms.
• Ability to learn eBay, TCGplayer, shipping software, and other systems quickly.
• Strong written and verbal communication skills.
• Reliable and dependable attendance.
• Reliable transportation.
• Ability to work independently and take initiative.
• Comfortable working in a fast-paced environment.
• Ability to lift and move boxes and shipping supplies when necessary.
• Must be able to stay organized while handling a high volume of orders.

TCG Knowledge

Knowledge of trading card games is strongly preferred, particularly:

• Pokémon
• One Piece
• Magic: The Gathering
• Sports Cards
• Other collectible card games

The candidate should have a basic understanding of TCG products and be willing to learn SJ Cards' inventory, product organization, and fulfillment procedures.

Experience with TCGplayer, eBay, eBay Live, Whatnot, or other TCG marketplaces is a major plus.

Ideal Candidate

The ideal candidate is:

Reliable Organized Detail-Oriented Fast Responsible Customer-Focused Tech-Savvy A Quick Learner

This person should take ownership of the shipping department and make sure orders go out accurately, safely, and on time.

You should be comfortable working independently, solving problems without needing constant supervision, and communicating with both customers and coworkers.

Performance Expectations

The Shipping & Customer Service Lead will be expected to:

• Maintain high order accuracy.
• Ship orders on time and meet marketplace handling requirements.
• Minimize shipping errors and lost or damaged packages.
• Keep the shipping area clean and organized.
• Provide excellent customer service.
• Resolve shipping issues quickly and professionally.
• Maintain accurate order and shipment records.
• Help create an efficient fulfillment process as SJ Cards continues to grow.
• Support live sales events and ensure sold products are properly organized for fulfillment.

Leadership Responsibilities

As the Shipping & Customer Service Lead, you may also be responsible for helping train and oversee other employees assisting with shipping.

This may include:

• Training employees on proper packing and shipping procedures.
• Assigning daily shipping tasks.
• Checking completed orders for accuracy.
• Monitoring shipping productivity.
• Identifying and correcting recurring shipping issues.
• Helping establish standard operating procedures for fulfillment.
• Communicating shipping issues and operational needs to management.

What We're Looking For

We need someone who can take ownership of this department and make sure nothing falls through the cracks.

If you are organized, dependable, good with customers, comfortable working with technology, and interested in the TCG industry, this could be a great opportunity to grow with SJ Cards.

Your job is simple: Get the right product to the right customer, packaged correctly, shipped on time, and make sure the customer has a great experience.

Pay: From $15.00 per hour

Expected hours: 35.0 – 40.0 per week

Benefits:

• Employee discount
• Flexible schedule

Work Location: In person

Salary : $15