Ecommerce Specialist

Job Title:
Ecommerce Specialist

Monthly Pay: $3,533 - $4,962 USD per month

When online shoppers need clear answers about products, orders, or returns, this role helps them understand what happens next. The Ecommerce Specialist sits within the ecommerce support team and works under a customer service team lead, focusing on accurate order information and dependable follow-through. The role works with customers, fulfillment contacts, and merchandising colleagues to resolve questions that can interrupt an online shopping experience.

This is a fully remote, work from home position based in Oklahoma, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming customer emails and service tickets through a Support platform such as Zendesk, identifying the question, existing activity, and next action before responding.
• Check order status, selected items, quantities, and fulfillment updates using a Commerce platform such as Big Commerce, explaining verified information without promising unconfirmed delivery dates.
• Answer product questions using approved descriptions, size information, availability details, and store guidance, helping customers understand their options without making sales pitches.
• Compare customer reports of unavailable items or inconsistent product details with online listings, then send specific discrepancies to merchandising colleagues for correction.
• Maintain customer interaction notes in a CRM such as Hub Spot, recording the issue, checks completed, response provided, and any outstanding follow-up clearly.
• Review return requests against published store requirements, explain the applicable steps, and route requests needing an exception to the customer service team lead.
• Coordinate with fulfillment contacts when order progress is unclear, sharing relevant order references and requesting an update before communicating the next step to customers.
• Follow up on open inquiries when promised updates are due, keeping customers informed even when another team is still investigating the issue.
• Escalate unresolved order discrepancies, repeated website checkout difficulties, or conflicting product information to the appropriate support contact, including a concise account of prior checks.
• Close resolved tickets with complete notes and categorize recurring issues for team review; quality is judged through accuracy, turnaround, complete notes, and dependable follow-up.

• High school diploma or equivalent.
• About 1-2 years of ecommerce support, online retail operations, or related customer service experience preferred.
• Understanding of online order life cycles, fulfillment handoffs, return procedures, and the difference between confirmed information and an estimate.
• Familiarity with commerce platforms, support platforms, and CRM tools, with willingness to learn the example systems described above.
• Ability to compare product listings and order details carefully, recognize inconsistencies, and explain findings clearly to the appropriate colleague.
• Clear written communication for customer emails, internal handoffs, and concise interaction notes that another teammate can readily understand.
• Ability to organize open inquiries, track promised updates, and seek guidance when a request exceeds established instructions.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

• Fully remote work supporting online customers from your home workspace in Oklahoma.
• Structured onboarding and training on the named example systems and established ecommerce support procedures.
• Regular check-ins with the team lead to review questions, receive feedback, and discuss progress.
• Opportunities to build order management, returns management, inventory accuracy, and online merchandising knowledge through everyday support work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.