What are the responsibilities and job description for the E-Commerce Customer Service Rep position at Seven Technologies?
Job Overview
This is an in-person position, we're not hiring for remote positions.
We are seeking a professional, dependable, and detail-oriented E-Commerce Customer Service Representative to support customers throughout the online ordering process.
This position is responsible for responding to customer questions by phone, email, text, and online messaging; assisting with Shopify orders; resolving order and delivery issues; and communicating with the warehouse team to ensure customers receive accurate and timely service.
The ideal candidate is patient, organized, comfortable using computers, and able to remain professional when handling complaints or difficult situations. This person must communicate clearly, document customer interactions accurately, and follow company policies when processing changes, returns, refunds, or other requests.
Responsibilities
- Respond promptly and professionally to customer inquiries by phone, email, text, website chat, and other company communication channels.
- Assist customers with product questions, pricing, product availability, and the online ordering process.
- Locate and review customer orders through Shopify.
- Provide accurate updates regarding order status, processing, shipping, tracking, and delivery.
- Assist customers with order changes, cancellations, returns, exchanges, and refund requests according to company policy.
- Investigate missing, delayed, damaged, incomplete, or incorrect orders.
- Communicate with the warehouse team to verify inventory, order contents, shipment status, and fulfillment issues.
- Contact shipping carriers when necessary to investigate delivery problems or submit claims.
- Document customer conversations, complaints, resolutions, and important order details.
- Add clear and accurate notes to customer accounts and Shopify orders.
- Escalate serious complaints, payment disputes, suspected fraud, or unusual requests to management.
- Follow up with customers to confirm that issues have been properly resolved.
- Maintain current knowledge of company products, promotions, policies, and procedures.
- Help identify recurring customer concerns and report them to management.
- Protect customer information and maintain confidentiality.
- Support general administrative and e-commerce tasks when needed.
- Perform additional customer service and order-management responsibilities as the business grows.
Qualifications
- Previous customer service, call center, retail, office, or e-commerce experience is preferred.
- Shopify experience is strongly preferred, but training may be provided.
- Excellent verbal and written communication skills.
- Professional and courteous phone manner.
- Strong attention to detail and ability to document information accurately.
- Ability to remain calm, respectful, and solution-oriented when assisting frustrated customers.
- Comfortable using computers, email, online messaging platforms, and order-management systems.
- Ability to manage several customer requests and priorities without losing track of details.
- Dependable, punctual, organized, and able to work with limited supervision.
- Able to follow company policies and obtain approval when a request is outside the employee’s authority.
- Willingness to learn the company’s products, website, ordering process, and customer-service standards.
Preferred Experience
- Shopify order management
- E-commerce customer service
- Phone, email, text, or live-chat support
- Returns, exchanges, and refund processing
- Shipping and delivery troubleshooting
- UPS, FedEx, USPS, or other carrier systems
- Customer relationship management or ticketing software
- Fraud screening or payment-dispute documentation
- Wholesale or business-to-business customer service
What We’re Looking For
The ideal candidate understands that strong customer service involves more than answering phones. We are looking for someone who listens carefully, investigates problems, communicates accurate information, follows through on open issues, and treats every customer professionally.
This person should be confident enough to handle routine matters independently while recognizing when an issue requires management approval.
Performance Expectations
Success in this position will be based on:
- Professional and respectful communication
- Response time to customer inquiries
- Accuracy of information provided
- Proper documentation of customer interactions
- Successful resolution of customer concerns
- Appropriate handling of returns, refunds, and order changes
- Consistent follow-up on unresolved matters
- Reliable attendance and punctuality
- Cooperation with the warehouse and management teams
Benefits
- Paid sick days
- Paid vacation days
- Paid holidays off
- Paid lunch breaks
To apply, please submit your resume and include any relevant experience with Shopify, e-commerce fulfillment, warehouse operations, shipping, or inventory management.
Pay: $51,000.00 - $53,000.00 per year
Benefits:
- Paid time off
Work Location: In person
Salary : $51,000 - $53,000