E-Commerce and Order Management Specialist (Shopify) - Work from home

We’re seeking a proactive E-Commerce and Order Management Specialist to join our client's team. This role is all about managing wholesale accounts, processing orders with accuracy, and building long-term customer relationships. If you have Shopify experience, excellent communication skills, and a solutions-focused mindset, this is an opportunity to make an impact in a fast-growing brand.

Responsibilities

• Manage and respond to customer inquiries across multiple channels (email, social media, chat), ensuring prompt, accurate, and friendly communication.
• Assist customers with order processing, tracking, cancellations, and any changes, working closely with the logistics team to resolve delivery issues.
• Handle complex cases such as lost parcels, liaising with logistics providers to trace packages, resolve disputes, and recover fees when applicable.
• Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management.
• Maintain accurate customer and wholesale account records, including order history, returns, and interactions.
• Process subscription cancellations, issue refunds, and adjust subscriptions in line with company policies.
• Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Utilise Gorgias to manage and streamline customer inquiries efficiently, suggesting workflow improvements where possible.
• Collaborate with internal teams (logistics, operations, wholesale) to ensure smooth order fulfilment and positive customer outcomes.
• Manage influencer deliveries, uploads, and reporting using Carton Cloud.
• Facilitate return-to-sender consignments and ensure efficient resolution.
• Identify opportunities to enhance service processes and overall customer experience.
• Undertake additional role-related tasks as required.

• Bachelor’s degree in Business, Communications, Customer Service, or a related field (or equivalent practical experience).
• 3+ years of customer service experience within an e-commerce environment; wholesale support experience highly regarded.
• Experience with Shopify (highly desirable) and Gorgias; familiarity with other e-commerce and logistics tools is a plus.
• Excellent written and verbal communication skills, with the ability to manage complex enquiries empathetically and clearly.
• Strong troubleshooting and problem-solving skills for logistics and order management.
• Highly organized, able to manage competing priorities and high volumes of enquiries effectively.
• Keen attention to detail, ensuring accuracy in order processing and customer records.
• A proactive, customer-first mindset with a commitment to delivering positive outcomes.
• Adaptability to thrive in a fast-paced, dynamic e-commerce environment, with a willingness to learn and grow.

Note: The official job title for this position is Customer Service Representative.

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Monday to Friday 7:00 AM – 4:00 PM PHT (adjustments will be made for AU daylight saving time)
• HMO with 1 free dependent and medical reimbursements
• Government-mandated benefits
• Work from home allowances
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

We’re not your typical BPO — we’re a Managed Service Provider (MSP) centered on people and their success. Most of our roles are work from home, on day shift, and offer the chance to work directly with leading clients in Australia, New Zealand, and now the UK as part of their team.

We offer a people-first culture where you're valued, not just counted.

To learn more about us visit our socials:

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/