What are the responsibilities and job description for the eCommerce Customer Service, Representative position at LEER Group?
Overall Responsibilities:
The E-Commerce Customer Service Representative acts as the primary point of contact for online customers, supporting both standard customer service interactions and technical inquiries. This role requires a solid understanding of e-commerce systems, order management, and product specifications—particularly for mechanical or industrial components.
RESPONSIBILITIES:
Customer Interaction & Support:
The E-Commerce Customer Service Representative acts as the primary point of contact for online customers, supporting both standard customer service interactions and technical inquiries. This role requires a solid understanding of e-commerce systems, order management, and product specifications—particularly for mechanical or industrial components.
RESPONSIBILITIES:
Customer Interaction & Support:
- Deliver responsive and courteous support via phone, email, and live chat.
- Assist customers with placing and modifying orders, returns, and exchanges.
- Provide guidance on product compatibility, specifications, and installation.
- Manage warranty claims and escalate product defect issues as needed.
- Engage with customers on third-party marketplaces (Amazon, eBay, etc.).
- Monitor and manage order status using e-commerce and ERP platforms.
- Collaborate with the warehouse and shipping teams to ensure timely deliveries.
- Investigate and resolve order discrepancies or shipment issues.
- Generate shipping labels or track shipments through integrated systems.
- Interpret technical product documentation (e.g., part numbers, spec sheets, diagrams).
- Use product databases to cross-reference parts, alternates, or superseded items.
- Troubleshoot customer-reported issues involving part fitment or performance.
- Support web content accuracy by flagging incorrect product information or images.
- Work with the e-commerce and IT teams to test and validate site features (search filters, product bundling, checkout process).
- Create or update SOPs for technical inquiries and system troubleshooting processes.
- Run or review system-generated reports related to customer service metrics or product return trends.
- Utilize CRM and ticketing systems such as Zendesk, Freshdesk, or HubSpot.
- Operate e-commerce backends (e.g., Shopify, BigCommerce, WooCommerce).
- Navigate ERP or WMS software for order and inventory management (e.g., NetSuite, Fishbowl, SAP).
- Maintain accurate records in databases and spreadsheets using Excel/Google Sheets.
- Work well within a team environment.
- Strong problem-solving skills.
- High attention to detail and accuracy.
- Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment.
- Ability to “build relationship” with customers to drive high Customer Satisfaction.
- Ability to multitask, effective time management skills and a basis for action.
- Excellent written and verbal communication skills. Customer service focuses on good telephone skills with a positive attitude.
- Effective Presentation Skills.
- Very sharp, innovative, and accustomed to “figuring it out.”
- Mature judgment and decision-making ability.
- High school diploma required; technical or business degree preferred.
- 2 years of customer service experience, ideally in a manufacturing, distribution setting or auto parts counter.
- Experience with mechanical or industrial products is highly desirable.
- Comfort reading technical documents and understanding part applications.
- Proficiency in using e-commerce platforms and customer service tools.
- Excellent written and verbal communication skills.
- Strong troubleshooting, multitasking, and organizational abilities.
- Familiarity with HTML or product content management tools is a plus.
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