Fulfillment Representative (Bilingual - English/Spanish)

Who We Are

CatalyzeX is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

As a Bilingual Offshore Fulfillment Representative, you'll be the operational backbone of a fast-growing US moving marketplace — making sure every job is confirmed, staffed, and completed without a hitch, from booking to post-job wrap-up. In this role, you'll also serve Spanish-speaking customers and movers, bridging communication gaps and delivering the same seamless experience across both languages.

• Review incoming job bookings and verify all required details are complete (address, inventory, access notes, timing)
• Match confirmed jobs to available movers based on location, availability, and job requirements, and follow up on unconfirmed assignments within SLA windows
• Confirm job details with customers 24–48 hours before their move via phone, SMS, or email — in English and Spanish as needed
• Communicate job details, access instructions, and expectations to assigned movers prior to job start
• Serve as the primary point of contact for day-of questions from both movers and customers, including Spanish-speaking contacts
• Monitor active jobs in real time, proactively flag at-risk or exception jobs, and coordinate rapid responses (mover replacements, timing adjustments, customer notifications)
• Handle inbound inquiries related to scheduling, rescheduling, and cancellations per company policy, and escalate complaints and disputes promptly
• Log all job exceptions, incidents, and communications accurately in the operations platform
• Track and confirm job completion status and collect post-job confirmation from movers
• Verify mover compliance with job requirements and flag repeated issues for quality review
• Ensure all required job documentation is submitted (photos, signatures, completion confirmations)
• Complete daily shift reports and surface recurring operational patterns to the Marketplace Operations Manager

Who You Are

• Fluent in both English and Spanish — written and verbal (this is a strict requirement for this role)
• Strong communication skills with a neutral or easily understood accent for customer-facing calls
• Highly detail-oriented and accurate, especially with documentation and status tracking
• Able to manage multiple jobs simultaneously in a high-volume, time-sensitive environment
• Excellent customer service orientation — calm, professional, and solutions-focused
• Comfortable working independently and taking ownership of your job board throughout your shift
• Solid problem-solver who escalates early rather than letting issues stall
• Adaptable and reliable, including availability for weekend shifts (moving is a weekend-heavy industry)
• Minimum 2 years of experience in customer service, operations coordination, dispatch, or logistics
• Prior experience in moving, logistics, home services, or marketplace/platform businesses is a strong plus
• Familiarity with dispatch software, field service management tools, or CRM/ticketing systems is a bonus (training provided)

Technical Requirements

• Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection
• Computer / laptop: Must be a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
  • Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on
  • Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon (M1 or newer), running a supported macOS version with FileVault enabled
• RAM: Minimum 8 GB (16 GB preferred)
• Noise-canceling headset
• Power and internet backup required

Rates + Expectations

• Rate: $6.00/hr
• Full-time, US time zone availability (EST / CST / PST — weekend shifts required)
• Adhere to established SLAs for job confirmation, escalation response, and queue management
• Maintain accurate, up-to-date job records and use approved communication templates
• Performance measured on job fill rate, on-time confirmation rate, escalation response time, customer pre-confirmation rate, incident documentation accuracy, and daily report completion

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.

Originally posted on Himalayas