ECommerce Customer Service, Representative

eCommerce Customer Service Representative

Posted 2 days ago. Be among the first 25 applicants.

The E-Commerce Customer Service Representative acts as the primary point of contact for online customers, supporting both standard customer service interactions and technical inquiries. This role requires a solid understanding of e-commerce systems, order management, and product specifications—particularly for mechanical or industrial components.

• Deliver responsive and courteous support via phone, email, and live chat.
• Assist customers with placing and modifying orders, returns, and exchanges.
• Provide guidance on product compatibility, specifications, and installation.
• Manage warranty claims and escalate product defect issues as needed.
• Engage with customers on third‑party marketplaces (Amazon, eBay, etc.).

• Monitor and manage order status using e‑commerce and ERP platforms.
• Collaborate with the warehouse and shipping teams to ensure timely deliveries.
• Investigate and resolve order discrepancies or shipment issues.
• Generate shipping labels and track shipments through integrated systems.

• Interpret technical product documentation (e.g., part numbers, spec sheets, diagrams).
• Use product databases to cross‑reference parts, alternates, or superseded items.
• Troubleshoot customer‑reported issues involving part fitment or performance.
• Support web content accuracy by flagging incorrect product information or images.
• Work with the e‑commerce and IT teams to test and validate site features (search filters, product bundling, checkout process).
• Create or update SOPs for technical inquiries and system troubleshooting processes.
• Run or review system‑generated reports related to customer service metrics or product return trends.

• Utilize CRM and ticketing systems such as Zendesk, Freshdesk, or Hub Spot.
• Operate e‑commerce backends (Shopify, Big Commerce, Woo Commerce).
• Navigate ERP or WMS software for order and inventory management (Net Suite, Fishbowl, SAP).
• Maintain accurate records in databases and spreadsheets using Excel or Google Sheets.

• Work well within a team environment.
• Strong problem‑solving skills.
• High attention to detail and accuracy.
• Superior organizational skills and proven ability to provide quality service in a fast‑paced environment.
• Ability to build relationships with customers to drive high satisfaction.
• Multitask effectively with strong time‑management abilities.
• Excellent written and verbal communication skills with positive telephone etiquette.
• Effective presentation skills.
• Innovative mindset and “figuring it out” aptitude.
• Mature judgment and decision‑making ability.

• High school diploma required; technical or business degree preferred.
• 2+ years of customer service experience, ideally in a manufacturing, distribution, or auto‑parts setting.
• Experience with mechanical or industrial products is highly desirable.
• Comfort reading technical documents and understanding part applications.
• Proficiency in using e‑commerce platforms and customer service tools.
• Strong troubleshooting, multitasking, and organizational abilities.
• Familiarity with HTML or product content management tools is a plus.

Entry level

Full‑time

Other

Motor Vehicle Manufacturing