Customer Service and Fulfillment Associate

Customer Experience & Fulfillment Associate

About Tyler McGillivary

Tyler McGillivary is a New York–based clothing label founded in 2019 with a mission to spread joy, spark awe, and redefine what it means to get dressed. We envision a world where play, wonder, and individuality are never outgrown — and where clothing becomes a canvas for personal expression.  Each collection features collectible prints and narrative-rich designs that spark nostalgia and curiosity. All styles are designed with intention, crafted with care, and made to become future heirlooms.  More than a fashion brand, Tyler McGillivary is a platform for connection — building a community rooted in belonging, creativity and self-expression.

About the role 

We’re seeking a part-time Customer Experience & Fulfillment Associate to oversee our direct-to-consumer shipping, wholesale shipping, inventory organization, and DTC customer support. 

This role is ideal for someone who is highly organized, detail-oriented, and thrives in a fast-paced, hands-on environment. This is a highly independent, self-directed role, ideal for someone who takes initiative, thrives in structured environments, and is comfortable managing day-to-day workflows under the guidance of the Operations Manager.

This role plays a key part during product launches and collection drops, helping ensure orders go out accurately and on time, inventory levels are maintained in real time and customers are fully supported. 

Role Details

• This role is a part-time, in-person role with opportunity to grow into a full-time position.
• Schedule: M, W, F 9am - 5pm, in person
• Compensation: $18–$23/hour, depending on experience
• Reports to: Operations & Logistics director

Key Responsibilities

Order Fulfillment & Shipping (DTC & Wholesale)

• Pick, pack, and ship daily e-commerce orders with care and accuracy using Shopify and shipping tools
• Fulfill small, medium and large wholesale orders and prepare retailer-specific documentation (invoices, packing slips, etc.)
• Coordinate pickups and shipments with carriers, wholesale team, or partners as needed
• Ensure all outgoing orders follow brand packaging standards and pass basic quality control
• Manage PR and gifting shipments in a timely and brand-aligned way

Customer Service & Experience

• Respond to customer inquiries via email and chat (shipping questions, returns, order updates, etc.)
• Resolve issues independently when possible; escalate with context when needed
• Maintain a friendly, clear, and on-brand tone in all communications
• Monitor order dashboard for any unusual activity that could denote fraud (e.g. duplicate orders, flagged payments), and escalate as needed

Inventory & Warehouse Operations

• Receive and unpack all new inventory deliveries; organize and track SKUs
• Conduct regular (weekly or bi-weekly) inventory counts and share reports with the team
• Maintain accurate inventory levels in Shopify — especially ahead of drops, launches, or restocks
• Receive, inspect, and process returns and exchanges; restock items and issue refunds according to policy
• Track and flag return or exchange patterns to help the design and merchandising team identify potential issues
• Keep the fulfillment area clean and organized; flag packaging supply needs or process delays

The Ideal Candidate Posses

• 2–3 years of experience in e‑commerce fulfillment, customer service, wholesale shipping operations, or a similar logistics or warehouse support role
• Shopify experience and related ecommerce platforms — familiarity with the platform’s backend, fulfillment workflows, and basic order troubleshooting
• Experience organizing and shipping multiple skus
• Comfortability with domestic and international shipping via multiple carriers
• Experience with shipping independent and large retailers (URBN group brands a plus)
• Superb written and verbal communication skills with a warm, customer-first mindset
• Exceptionally organized and detail-oriented, with the ability to manage multiple tasks at once
• Calm under pressure and independently resourceful when solving problems
• Comfortable working in a dynamic, small-team studio environment
• Familiarity with Shopify or other ecommerce platforms
• Experience with software systems like Shopify Plus and Google Suite
• Experience with shipping software and platforms like X 

This position involves physical tasks including lifting boxes (up to ~30 lbs), organizing inventory, and standing or moving around the studio for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

What You’ll Get

• Competitive pay – hourly compensation of $18–$23, depending on experience
• Employee discount – enjoy a generous discount on all Tyler McGillivary products
• Flexible PTO and studio holidays – available for full-time employees
• Opportunities for growth – potential to expand into a full-time role as the team grows
• Direct impact – contribute meaningfully to customer experience, brand success, and operational systems
• Cross-functional learning – work alongside design, marketing, wholesale, and operations teams
• Supportive feedback culture – we value initiative, transparency, and shared wins
• Occasional perks and gifts – product previews, sample sales, or early access to new drops