What are the responsibilities and job description for the Customer Service Representative position at Gravity Defyer?
Customer Service Representative – eCommerce (Shopify, Amazon, DTC, B2B)
Founded on the principles of innovation and compassion, Gravity Defyer was born from the vision of mechanical engineer Alexander Elnekaveh, who set out to help his nephew recover from post-surgical heel pain. That mission inspired the creation of the VersoShock® sole — a patented impact-absorbing technology that has since transformed comfort footwear worldwide.
At Gravity Defyer, we combine engineering excellence, medical insight, and heartfelt purpose. Our team of engineers, podiatrists, and designers continually push the boundaries of what footwear can achieve. Beyond our products, we foster a collaborative and growth-driven environment where creativity and problem-solving thrive.
Join a company that doesn’t just make shoes — we make a difference in people’s lives.
Position Summary
We are seeking a Customer Service Representative (CSR) who is detail-oriented, dependable, and passionate about helping customers. This individual will assist in managing customer inquiries across Shopify, Amazon, Direct-to-Consumer, and B2B channels, ensuring every interaction reflects Gravity Defyer’s commitment to excellence.
The ideal candidate is organized, proactive, and able to identify and resolve issues efficiently. You’ll handle customer calls, emails, and tickets, investigate order discrepancies, coordinate with the warehouse and 3PL partners, and ensure that every customer has a smooth and positive experience.
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, and live chat with professionalism and empathy.
- Manage incoming calls and tickets to ensure all customer needs are addressed in a timely manner.
- Track and resolve issues related to orders, payments, shipping delays, returns, and exchanges.
- Maintain order accuracy across Shopify, Amazon, and B2B platforms; identify and correct any discrepancies.
- Communicate effectively with the warehouse and 3PL partners to investigate and resolve shipping or fulfillment issues.
- Assist in processing refunds, replacements, and reshipments while maintaining accurate records.
- Document all customer interactions in the CRM system (e.g., Gorgias) and ensure detailed case notes.
- Escalate complex issues to the Customer Service Supervisor when necessary.
- Contribute feedback on recurring issues and process improvements.
- Support the company’s sales and retention efforts through exceptional service and attention to detail.
- Stay informed on product updates, policies, and promotions to better assist customers.
Qualifications & Requirements
- 2–3 years of customer service experience, preferably in an eCommerce environment.
- Working knowledge of Shopify, Amazon Seller Central, and B2B/DTC, Shipstation platforms.
- Familiarity with 3PL or warehouse operations (tracking shipments, resolving delays).
- Strong computer skills — proficiency with Microsoft Excel, Gorgias, and other CRM/ticketing tools.
- Excellent communication and interpersonal skills, both written and verbal.
- Highly organized with strong attention to detail; able to multitask effectively.
- Problem-solving mindset — able to identify issues quickly and propose effective solutions.
- Calm, professional demeanor when handling difficult or escalated customer situations.
- Sales or upselling experience is a plus.
Benefits
- Health, Dental, and Vision Insurance
- Employee Discount on Gravity Defyer products
- Paid Time Off and Paid Training
- Career Growth Opportunities within a fast-growing brand
- Supportive and collaborative work environment
Schedule
- Monday to Friday, Weekend Shift Available
- 8 AM – 5 PM
- On-site in Lebanon, TN, USA.
Why Join Us
If you take pride in delivering exceptional customer service and enjoy solving problems in a dynamic eCommerce environment, this is the perfect opportunity for you. At Gravity Defyer, you’ll join a passionate team dedicated to innovation, excellence, and improving lives through comfort technology.
Apply today to become part of the Gravity Defyer family and help us bring comfort and care to every customer interaction.
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
Salary : $17 - $19