Job Description
RackUp+Go and Upfitters Wholesale — this role serves both brands.
RackUp+Go is a family-owned, veteran-owned company with a passion for the outdoors. We specialize in equipment for conversion vans and camping gear — helping customers prepare for life on the road and under the stars. We also operate Upfitters Wholesale, our B2B brand serving professional upfitters and installers. This role supports customers on both.
We're looking for a full-time Customer Service and Fulfillment Coordinator to join our team in Sioux Falls. This role is split between two key areas: providing top-tier customer service and supporting daily warehouse operations. You'll assist customers via phone, email, and chat across two brands, own manufacturer warranty claims end to end, and help with fulfillment in the warehouse when volume calls for it.
This is a high-volume role. Expect roughly 60–80 tickets and 40–90 phone calls a day across both brands. It suits someone who stays organized under a steady queue and genuinely enjoys solving technical problems for customers.
Key responsibilities include: responding to customer inquiries via phone, email, and chat; working a live inbound phone queue during business hours; assisting with orders, returns, shipping updates, and product questions; owning manufacturer warranty claims end to end (gathering diagnostic detail, filing with the vendor, tracking to resolution); processing returns, RMAs, and refunds within policy; chasing backordered and unfulfilled orders with vendors and operations; and maintaining accurate customer records. You'll work in Zendesk, Shopify, and NetSuite — no prior experience with these specific systems is required, but comfort learning business software quickly is.
Schedule is Monday–Friday, 8:00 AM–5:00 PM, no nights or weekends. Location is on-site at our Sioux Falls, SD office and warehouse. Salary is $48,000–$58,000/year based on experience, plus paid time off and 401(k) with employer match.