eCommerce Customer Service, Representative

Overall Responsibilities:

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.

RESPONSIBILITIES:

Customer Interaction & Support:


* 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.).

Order & Fulfillment Coordination:


* 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 or track shipments through integrated systems.

Technical Responsibilities:


* 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* Use product databases to cross-reference parts, alternates, or superseded items.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.

Systems & Tools:


* Utilize CRM and ticketing systems such as Zendesk, Freshdesk, or HubSpot.


* Operate e-commerce backends (e.g., Shopify, BigCommerce, WooCommerce).


* Navigate ERP or WMS software for order and inventory management (e.g., NetSuite, Fishbowl, SAP).


* Maintain accurate records in databases and spreadsheets using Excel/Google Sheets.

Characteristics and skills:


* Work well within a team environment.


* Strong problem-solving skills.


* High attention to detail and accuracy.


* Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment.


* Ability to "build relationship" with customers to drive high Customer Satisfaction.


* Ability to multitask, effective time management skills and a basis for action.


* Excellent written and verbal communication skills.

Customer service focuses on good telephone skills with a positive attitude.


* Effective Presentation Skills.


* Very sharp, innovative, and accustomed to "figuring it out."


* Mature judgment and decision...