What are the responsibilities and job description for the Entry Level Customer Service Specialist position at Engtal?
Ecommerce Customer Service Specialist
We are seeking a tech-savvy Ecommerce Customer Service Agent to join our team. This individual will be the primary point of contact for customers across multiple platforms and marketplaces. The ideal candidate will have strong problem-solving skills, a professional and empathetic communication style, and the ability to manage escalated issues while navigating complex technology systems.
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Key Responsibilities
● Serve as the main point of contact for ecommerce customers via email, phone, live chat, and social media.
● Handle escalated customer concerns with professionalism, empathy, and urgency to achieve resolution and maintain brand loyalty.
● Manage customer inquiries related to orders, payments, shipping/delivery, product information, returns, and exchanges.
● Operate across multiple ecommerce platforms including Shopify, Gorgias, and Mirakl marketplaces to resolve customer issues and process transactions.
● Oversee the end-to-end order and RMA process, including refunds, exchanges, and communication with third-party service providers.
● Partner with fulfillment and warehouse teams to address order discrepancies, inventory issues, or quality control matters.
● Document and track customer feedback to identify recurring issues and support continuous improvement of the customer experience.
● Provide recommendations and troubleshoot technical issues within ecommerce platforms.
● Support marketplace compliance requirements (e.g., return policies, response times, customer satisfaction scores).
● Assist with additional ecommerce initiatives and projects as needed.
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Skills & Competencies
● Technical expertise: Strong working knowledge of Shopify, Gorgias, and Mirakl (or similar marketplace platforms). Ability to learn and master new digital tools quickly.
● Customer advocacy: Demonstrates empathy, patience, and the ability to de-escalate challenging situations.
● Strong communication skills: Clear, professional, and concise written and verbal communication.
● Problem-solving mindset: Uses sound judgment and decision-making when handling customer and system issues.
● Adaptability: Thrives in a fast-paced, multi-tasking environment with shifting priorities.
● Team collaboration: Works effectively across ecommerce, fulfillment, and operations teams.
● Bilingual/multilingual skills are a plus, though not required.
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Education & Experience
● High school diploma or equivalent required; associate or bachelor’s degree preferred.
● 2 years of customer service experience in an ecommerce or retail environment.
● Experience handling escalated customer cases.
● Prior experience with women’s apparel, fashion, or retail is a plus.
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Role Details
● Type: Full-time, in-office role (Willowbrook, IL).
● Reliable transportation required (office not accessible via public transit).
● Must be available to occasionally work outside of standard business hours as business needs require.
Salary : $22