ECOMMERCE & WEB ORDERS CUSTOMER SERVICE

Customer Service Representative (E-commerce & Web Orders)

Role Overview

The E-commerce Customer Service Representative is the primary point of contact for our online shoppers. You will manage the web orders using different platforms. We ensure that every customer who interacts with our websites receives prompt, friendly, and accurate assistance regarding their digital orders.

Key Responsibilities

• Order Management: Process, track, and update web orders using our internal order process and shipping platforms.
• Customer Support: Resolve customer inquiries via live chat, email, and phone regarding product availability, shipping status, and promotions.
• Social Media Engagement: Monitor and respond to customer inquiries, comments, and direct messages across platforms like Instagram, Facebook, and X (Twitter) to ensure a consistent brand voice & customer experience.
• Technical Troubleshooting: Assist customers with website navigation issues, account logins, and checkout errors.
• Returns & Refunds: Handle the end-to-end returns process, including issuing RMAs (Return Merchandise Authorizations) and processing refunds or exchanges working with our accounting department.
• Problem Solving: Investigate shipping delays or "lost-in-transit" packages by communicating with logistics partners (e.g., UPS, FedEx, DHL).

Skills & Qualifications

• Tech-Savvy: Proficiency with E-commerce platforms (like Bigcommerce, Shopify, Amazon & Ebay) and CRM software (like Go High Level or Salesforce).
• Written Communication: Ability to write clear, professional, and empathetic emails and chat messages.
• Multitasking: Comfortable managing multiple chat windows or browser tabs simultaneously while maintaining accuracy.
• Detail Oriented: High attention to detail to ensure shipping addresses and SKU numbers are handled correctly.