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• Use product databases to cross-reference parts, alternates, or superseded items.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

• Work well within a team environment.
• Strong problem-solving skills.
• High attention to detail and accuracy.
• Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment.
• Ability to build relationship with customers to drive high Customer Satisfaction.
• Ability to multitask, effective time management skills and a basis for action.
• Excellent written and verbal communication skills.
• Customer service focuses on good telephone skills with a positive attitude.
• Effective Presentation Skills.
• Very sharp, innovative, and accustomed to figuring it out.
• Mature judgment and decision-making ability.

Educational and other requirements:

• High school diploma required; technical or business degree preferred.
• 2+ years of customer service experience, ideally in a manufacturing, distribution setting or auto parts counter.
• Experience with mechanical or industrial products is highly desirable.
• Comfort reading technical documents and understanding part applications.
• Proficiency in using e-commerce platforms and customer service tools.
• Excellent written and verbal communication skills.
• Strong troubleshooting, multitasking, and organizational abilities.
• Familiarity with HTML or product content management tools is a plus.

Required Education: High School

Travel Percentage: 10.0

Travel Required: Yes

Virtual Job: False