Customer Service Representative

Full time availability only.
Monday - Friday, 8:30 am - 5:00 pm.
Overtime may be required if needed.
Anything over 40 hours is overtime.    

Job Summary: The Customer Service Representative functions as the primary point of contact for all direct customer interactions across MerchNow webstores. Operating on-site within the warehouse facility, this role acts as the operational bridge between digital customer support and physical inventory management.

Supervisory Responsibilities: none

Duties/Responsibilities:

• Ticket & Email Management: Respond efficiently to high volumes of customer inquiries, updates, and order issues using our digital ticketing system.
• Order Modification: Cancel, edit, and adjust orders before they ship; manage and resolve out-of-stock item scenarios.
• Returns: Process returned packages, and physically locate/restock returned items within the warehouse.
• Shipping Error Resolution: Correct fulfillment mistakes on already-shipped orders to ensure total customer satisfaction.
• Logistics & Claims: Troubleshoot invalid shipping addresses and file formal claims with USPS and UPS for lost or damaged packages.
• Systems Integration: Navigate and update our core inventory management and e-commerce platforms daily.

Required Skills/Abilities:

• Empathy & Problem Solving: Ability to evaluate a customer’s concerns, de-escalate stressful situations, and independently find a fair resolution.
• Resilience & Professionalism: Excellent personal stress management; ability to handle constructive criticism or frustrated customers without taking it personally.
• Communication: Exceptional written and verbal communication skills, with a knack for being clear, friendly, and helpful.
• Organization & Dependability: Strong time-management skills with the ability to stay focused in a fast-paced warehouse environment.
• Technology:
• • E-commerce & Shipping: Shopify, ShipStation
  • Customer Support & Comm: Reamaze, Basecamp, Google Suite & ShipAId
  • Inventory Management: Great Plains (GP)

Education and Experience: 1-2 years of previous customer service experience and a high school diploma or equivalent.

Physical Requirements:

• Stationary Work: Prolonged periods of sitting or standing at a desk while typing, reviewing order data, and responding to customer tickets on a computer.
• Physical Dexterity: Capability to bend, stoop, reach, kneel, and climb stairs or step stools to locate, and identify inventory on warehouse shelving.

Starting pay is $18.00/hr plus the benefits listed below

Benefits available 1st of month following 60 days of employment:

• Medical Insurance
• Disability and Life Insurance paid for
• Optional benefits such as Dental and Vision available
• Paid Time Off

Other benefits:

• Direct Deposit
• 401(k) after 1 year
• Free tickets to local shows