eCommerce Customer Service, Representative

E-Commerce Customer Service Representative

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 specificationsparticularly 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• Use product databases to cross-reference parts, alternates, or superseded items.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 :

Educational and other requirements :

Required Education : High School

Travel Percentage : 10.0

Travel Required : Yes

Virtual Job : False