E-Commerce Customer Service Representative

As an E-Commerce Customer Service Representative, you will be a vital part of our customer-centric team, dedicated to ensuring a seamless experience for our online customers. You will play a key role in, processing orders, providing product information, and maintaining customer satisfaction.

This position is Monday through Friday from 6:00am-3:00pm EST (includes 1 hour lunch break).

There is also a requirement to work occasional weekends (generally 1 every 3 weekends) and some Holidays for a few hours.

Role & responsibilities:

• Respond promptly to customer inquiries via email, chat, and phone in a professional and courteous manner.
• Assist customers in navigating our e-commerce platform, providing guidance on product selection, pricing, and order placement.
• Address customer concerns, including order discrepancies, shipping issues, and product inquiries, aiming for swift resolution and customer satisfaction.
• Collaborate with our sales and operations teams to coordinate order fulfillment, shipment tracking, and inventory availability.
• Document customer interactions and feedback to facilitate continuous improvement in service delivery.
• Identify opportunities for process optimization and contribute to enhancing the overall customer experience.

Minimum Qualifications:

• Must be available to work Mon-Fri from 6:00am - 3:00pm EST with occasional weekends (1 out of every 3 weekends) and some Holidays for a few hours.
• Previous experience in e-commerce customer service or a related field is preferred.
• Excellent communication skills, both written and verbal, with a strong ability to convey information clearly and effectively.
• Proficiency in using CRM systems (ZenDesk or Gorgias)
• Proficiency in using Microsoft Office Suite (especially Microsoft Excel)
• Customer interaction via Social Media platforms
• Detail-oriented, with the ability to multitask and prioritize in a fast-paced environment.
• Customer-centric mindset, displaying empathy and a genuine interest in resolving customer concerns.

Preferred Qualifications:

• At least 3 years Customer Service in an E-COMM environment
• Experience with E-Commerce platforms such as Shopify and Amazon Seller Central
• Bilingual preferred but not required

Pre-hire Process:

Employment offers are contingent upon a successful Criminal Background Check.