eCommerce Customer Support & Sales Order Fulfillment Specialist

Starfire Direct a subsidiary of Outova is seeking a customer-focused, detail-oriented eCommerce Customer Support & Sales Order Fulfillment Specialist to play a vital role in delivering a seamless online shopping experience.

In this position, you'll serve as the connection between our customers, sales team, warehouse, and operationsensuring every order is processed accurately, fulfilled efficiently, and supported with outstanding service.

The ideal candidate thrives in a fast-paced eCommerce environment, enjoys solving problems, and takes pride in delivering exceptional customer experiences.

Join Outova Shaping the Future of Outdoor Living Position Overview: The eCommerce Customer Support & Sales Order Fulfillment Specialist is responsible for delivering exceptional customer service while managing the complete sales order lifecycle from order placement through delivery.

This role serves as a key liaison between customers, sales, operations, and fulfillment teams to ensure accurate order processing, timely shipment, and a superior customer experience.

The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced eCommerce environment.

Key Responsibilities: Customer Support Serve as the primary point of contact for customer inquiries via phone, email, chat, and social media channels.Provide accurate information regarding products, pricing, promotions, availability, order status, shipping, and returns.Resolve customer concerns, complaints, and service issues in a professional and timely manner.Build and maintain positive customer relationships that promote loyalty and repeat business.Maintain detailed records of customer interactions and resolutions within company systems.

Sales Order Management Accurately enter, review, and process customer orders from eCommerce platforms, marketplaces, sales representatives, and other sales channels.Verify product availability, pricing, shipping information, payment status, and order accuracy.Monitor open sales orders and proactively communicate order status updates, backorders, delays, or fulfillment concerns.Process order modifications, cancellations, credits, and special customer requests.Collaborate with Sales, Customer Service, and Operations teams to ensure seamless order execution.Maintain accurate customer, product, and order records within ERP, CRM, and eCommerce systems.

Order Fulfillment & Logistics Coordination Coordinate with warehouse and distribution teams to ensure timely, accurate, and complete order fulfillment.Monitor daily fulfillment activities and shipment tracking.Assist with shipping documentation, freight coordination, and carrier communications.Investigate and resolve shipment discrepancies, delivery issues, damaged goods claims, and lost packages.Support inventory accuracy by communicating stock concerns and assisting with order allocation issues.Ensure fulfillment processes meet established service level expectations and customer commitments.

eCommerce Operatio...