USPS Shipping Case Manager

Job Overview

Our client is looking for a USPS Shipping Case Manager to join their team. This role is vital in ensuring that patient shipments are monitored, tracked, and delivered successfully. You will be responsible for resolving shipping issues end-to-end, filing USPS eService cases, and coordinating with pharmacy partners to ensure patients receive their treatments without disruption.

Schedule

• Shifting Monday to Friday, 7am - 3pm PST and 9am - 5pm PST (40 hours per week)

Responsibilities

• Proactive Shipment Monitoring: Maintain continuous oversight of all outbound patient packages to identify delays, stalls, or delivery exceptions early, ensuring issues are caught before the patient reports them.
• End-to-End Issue Resolution: Manage shipping-related inquiries from start to finish by investigating lost or delayed packages and coordinating necessary interventions, such as package intercepts or delivery confirmations.
• USPS eService Case Management: Oversee the formal dispute process by filing eService cases for delivery failures, tracking them through resolution, and escalating unresolved cases to ensure accountability from the carrier.
• Pharmacy & Replacement Coordination: Act as the primary liaison between pharmacy partners and the Care Team to initiate and track replacement shipments for lost or damaged items, prioritizing treatment continuity.
• Patient Support & Compassionate Communication: Provide timely, empathetic updates to patients via the CRM and portal, guiding them through tracking tools and performing proactive outreach when disruptions occur.
• Data Integrity & Operational Reporting: Maintain precise internal records of all shipments, case filings, and outcomes to generate reports on delivery success rates, resolution timelines, and volume trends.
• Process Optimization & Strategy: Analyze shipping data to identify recurring regional or carrier patterns, collaborating with interdepartmental teams to streamline workflows and reduce systemic delivery failures.

Requirements

• Operational Experience: Minimum 1–2 years of experience in operations, logistics, shipping coordination, or customer support, preferably in healthcare or e-commerce.
• Technical Proficiency: Demonstrated ability to navigate CRM platforms (such as Kustomer), shipping tracking systems, and USPS eService portals (can be taught).
• Organizational Skills: Ability to manage a high volume of open cases simultaneously while maintaining accuracy and meeting resolution timelines.

Preferred

• Experience filing USPS eService cases or working with shipping/logistics issue resolution
• Prior experience using Kustomer or similar CRM platforms
• Background in healthcare operations, patient logistics, or pharmacy fulfillment coordination
• Familiarity with USPS tracking systems, carrier delivery workflows, and package exception handling

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.