E-Commerce Support Specialist

ITAD USA Ecommerce Support Specialist

Job Title: Ecommerce Support Specialist

Job Type: Full Time

Location: Carrollton, Texas

Position Overview:

The e-commerce support specialist plays a critical role in the success of ITAD USA by ensuring a positive customer experience and supporting daily operations. This job is a blend of traditional customer service and a solid understanding of the e-commerce landscape.

Job Summary:

The E-commerce Support Specialist is the primary point of contact for customers, responsible for addressing inquiries, resolving issues, and providing assistance related to online orders, products, and the overall shopping experience. This role works across various 3rd party marketplaces including eBay and Amazon to ensure customer satisfaction, build loyalty, and contribute to the growth of the business.

Key Responsibilities

• Customer Communication: Respond to customer inquiries and issues promptly and professionally via email.
• Product Creation and Data Integration: Assist in accurate product creation and mapping to marketplaces.
• Order Management: Assist customers with all aspects of their orders, including accurate and timely fulfillment, tracking shipments, and managing order modifications.
• Issue Resolution: Troubleshoot and resolve customer problems such as order discrepancies and shipping delays.
• Returns, Refunds, and Exchanges: Process returns, refunds, and exchanges efficiently, ensuring adherence to company policies.
• Product Knowledge: Maintain a deep understanding of the company's products, services, and policies to provide accurate information and guidance to customers.
• Collaboration: Work closely with other departments, such as warehouse, marketing, IT, and 3rd party site customer service agents to resolve complex customer issues and ensure a seamless customer journey.
• Feedback and Improvement: Identify and report recurring customer issues or trends to help improve products, services, and overall business processes. Maintain high quality feedback ratings on all 3rd party marketplaces.
• Fraud Prevention: Identify and prevent ecommerce fraud.

Qualifications and Skills

• Experience: Proven experience in eBay & Amazon customer service is required.
• Education: A high school diploma or equivalent is typically required; a bachelor's degree is preferred.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically.
• Technical Proficiency:
• Familiarity with e-commerce platforms: Amazon, eBay, etc.
• Proficiency in using CRM systems and customer support software (e.g., eDesk, Zendesk, HubSpot, Freshdesk).
• Problem-Solving: Strong problem-solving, critical-thinking, and analytical abilities to effectively address a wide range of customer issues.
• Customer-Centric Mindset: A genuine passion for delivering exceptional customer service and fostering positive relationships.
• Organizational Skills: Excellent time management and organizational skills, with the ability to multitask in a fast-paced, high-volume environment.
• Adaptability: The ability to learn quickly and adapt to new tools, technologies, and company policies.
• Detail Orientation: Must have strong focus and attention to detail and overall quality.
• Teamwork: The ability to work both independently and collaboratively as part of a team.

Physical Requirements:

• Ability lift/move up to 25 pounds

• Dexterity, repetitive physical motions, hand/wrist movements

• Frequent use of computers and other technology, necessary to perform job functions

• May involve bending, reaching, crouching, kneeling, and stooping

About

ITAD USA is a full-service electronics and materials lifecyle-management company, providing innovative re-commerce solutions for IT Asset Disposition and electronic recycling. ITAD USA helps its clients meet their sustainability goals, utilizing industry-leading transparency for its disposition and recycling services. Its services include asset disposition, complete digital-data destruction, and value recovery of technology assets. ITAD USA works with Fortune 2000 companies and other organizations to recover invested capital from retired assets through resale and end-of-life recycling.

Benefits

· 401k

· Health Insurance

· Dental/Vision Insurance

· Paid Time Off

ITAD USA is an equal opportunity employer. We encourage candidates of all backgrounds to apply

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $21 - $25