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eCommerce Customer Service, Representative
eCommerce Customer Service, RepresentativeEAVX • Elkhart, IN, US
eCommerce Customer Service, Representative

eCommerce Customer Service, Representative

EAVX • Elkhart, IN, US
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  • [job_card.full_time]
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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  • Use product databases to cross-reference parts, alternates, or superseded items.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 :

  • 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

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