Ecommerce Customer Service Specialist

About Eisco Scientific | ENALAS Group

At ENALAS, we exist to make a difference—with our products, our people, and our purpose. As the parent company of Eisco, a global leader in scientific manufacturing and education, we're passionate about science, service, and supporting our partners. From classrooms to laboratories and more, we help fuel curiosity, creativity, and discovery every single day.

The Role:

We are looking for a proactive and detail-oriented Ecommerce Customer Service Specialist to join our growing ecommerce team. You'll be the first line of support for our customers across platforms like Amazon, Shopify, eBay, and Walmart, ensuring every question, request, and concern is handled with clarity, empathy, and efficiency.

This role goes beyond traditional support—you'll help build better systems, streamline workflows, and help shape the future of how we serve our customers as we scale. If you love helping people and improving processes, we want to hear from you.

Key Responsibilities:

Customer Service

• Respond to customer inquiries across all ecommerce platforms (Amazon, Shopify, eBay, Walmart) and by phone.
• Provide timely and helpful responses to product, order, and fulfillment-related questions.
• Investigate order issues by collaborating with our warehouse, purchasing, and manufacturer partners.
• Answer incoming calls and provide support in real time.
• Update product listings (content, availability, shipping info) as needed based on customer feedback or discovered issues.
• Identify and escalate issues appropriately, and document solutions to build a knowledge base.
• Track trends in customer questions and communicate insights to internal teams (product, ops, marketing).
• Support the selection or setup of tools such as a ticketing system, canned responses, or SOPs.
• Monitor and report on KPIs such as open inquiries, resolution times, and issues escalated.
• Assist with drafting response templates and standardizing escalation paths.
• Support continuous improvement of ecommerce workflows and systems to improve speed and quality of service.
• Other duties as assigned.

What You Bring:

• 2–4 years experience in ecommerce customer service or similar client-facing support role.
• Familiarity with at least one ecommerce platform (Amazon, Shopify, eBay, Walmart).
• Excellent communication skills — clear, professional, and customer-first tone.
• Ability to stay organized, juggle multiple requests, and follow through reliably.
• Experience resolving issues by collaborating cross-functionally.
• Comfort answering phones, managing live requests, and working in a fast-paced environment.
• A high degree of autonomy, ownership, and accountability.

Bonus Skills:

• Experience using or setting up ticketing systems (e.g., Zendesk, Gorgias, HelpScout).
• Experience writing customer service templates, SOPs, or help docs.
• Comfort with lightweight automations or setting up email rules and canned responses.
• Data-minded — basic comfort with tracking open/closed requests and reporting issues.
• Experience supporting science products or technical customer questions.
• Basic understanding of product merchandising concepts

Working Conditions:

• Fast-paced entrepreneurial environment; no two days are exactly alike.
• Standard office environment with occasional need for light lifting (up to 25 lbs).
• Typically works in an office with adequate lighting and ventilation and a normal range of temperature and noise level.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
• A frequent volume of work and deadlines impose strain on routine basis.
• Working hours Monday – Friday, may require extended hours based on the needs of the business

Eisco LLC is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need.

Disclaimer, Approval, Signature

This job description is intended to convey information essential to understanding the scope of the position. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or working conditions associated with the role.

Job Type: Full-time

Pay: $ $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program

Application Question(s):

• How do you make sure customers feel heard and helped, even when you can't give them exactly what they want?
• Have you worked with any ecommerce platforms (like Amazon, Shopify, eBay, or Walmart)? If yes, briefly describe what you did.

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)

Ability to Relocate:

• Honeoye Falls, NY 14472: Relocate before starting work (Required)

Work Location: In person

Salary : $25