Customer Service Rep - eCommerce

Job Title: eCommerce Customer Service Representative

Department: eCommerce

Reports to: Director of eCommerce & Web Services

Position Summary:

The eCommerce Customer Service Representative will assist the Director of eCommerce & Web Services with day-to-day activities mainly associated with communicating directly with online customers via email regarding their online order and/or the web stores and their associated products in a kind, professional, and timely manner. 

Essential Duties and Responsibilities:

•  Replying to customer message inquiries for our clients’ online stores
•  Online order management specifically in regards to refunds, exchanges, and order edits
•  Group emailing order updates
•  Staying aware of new product launches and inventory statuses 
•  Representing the company and our clients’ companies in a kind, professional, and timely manner
•  Work with internal teams to accomplish customer service goals via eCommerce
•  Work with clients to manage brand reputations 
•  Following company guidelines to help streamline ecommerce customer service processes from start to finish

Requirements:

• Typing, spelling, grammar, and a positive attitude! 
• Working knowledge of Google Suite, specifically Gmail, Google Sheets and/or Excel
• Can work in a fast-paced environment 
• Detail oriented
• Self motivated and can work independently and with a team

Preferred but not required:

•  Experience using Zendesk or similar customer service software
•  Experience using Shopify or similar ecommerce software
•  Experience using Shipstation or a similar shipping/fulfillment software