Customer Service Representative (Order Management)

Job Summary

KDCI Outsourcing is seeking a Customer Service Representative to deliver exceptional customer support across email and social media channels. This role is responsible for managing customer inquiries, resolving issues efficiently, processing orders and returns, and ensuring a positive customer experience. The ideal candidate has strong eCommerce customer service experience, excellent written communication skills, and hands-on experience with customer support, order management, and returns platforms.

Key Responsibilities

• Respond to customer inquiries via email and social media DMs.

• Provide product advice, troubleshooting assistance, and order status updates.

• Ensure timely and professional resolution of customer complaints.

• Process orders, returns, and exchanges accurately and efficiently.

• Manage end-to-end customer returns, ensuring accurate processing and timely resolution through Loop.

• Process prescription glasses orders accurately and coordinate with relevant teams to ensure correct specifications and fulfillment.

• Work closely with distribution centers to support smooth shipping and delivery operations.

• Track and monitor orders, providing updates to customers as needed.

• Maintain accurate records of customer interactions and resolutions within Salesforce CRM.

Job Requirements

• At least 2 years of experience in an eCommerce customer service role.

• Hands-on experience using Salesforce CRM, Shopify, and Loop for customer service, order management, and returns processing.

• Exposure to order processing, returns, exchanges and shipping coordination.

• Strong written English communication skills with the ability to communicate professionally across email and social media channels.

• Strong customer service and problem-solving skills.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Ability to work independently and collaboratively with internal and external teams.

• Knowledge of health and wellness products is an advantage.

• Experience or familiarity with optics, prescription eyewear, or optical retail is a plus.