What are the responsibilities and job description for the Customer Service Representative position at Web Direct Brands, Inc?
Customer Service & Order Support Representative Job Summary
We are looking for a reliable, organized, and customer-focused Customer Service & Order Support Representative. This position handles customer phone calls and emails, processes and tracks orders, provides order updates, supports fulfillment, and assists with warranty and basic technical support.
The ideal candidate communicates well, solves problems efficiently, pays attention to detail, and works effectively with customers and internal teams.
Key Responsibilities
Customer Service
- Answer incoming customer calls professionally and courteously.
- Respond to customer inquiries by email and phone.
- Provide accurate information about products, availability, orders, shipping, and delivery.
- Resolve customer concerns and follow up on open issues.
Order Processing & Fulfillment
- Enter and process customer orders accurately in company systems.
- Review orders for accuracy, including products, quantities, pricing, and shipping information.
- Monitor orders and provide customers with timely updates.
- Coordinate with the warehouse to ensure orders are processed and shipped correctly.
- Assist with order changes, cancellations, backorders, and shipping issues.
- Help identify and resolve problems that may delay orders.
Warranty & Returns
- Assist customers with warranty questions and claims.
- Collect required information and documentation.
- Coordinate warranty issues with the appropriate departments.
- Assist with returns, replacements, repairs, and other customer service solutions.
Basic Technical Support
- Assist customers with basic product questions and troubleshooting.
- Help customers with product operation and common issues.
- Escalate more complicated technical issues when necessary.
- Document technical support issues and resolutions.
Administrative & Team Support
- Maintain accurate customer and order information.
- Keep records of customer communications, orders, warranty cases, and service issues.
- Work closely with sales, warehouse, purchasing, accounting, and management.
- Perform other customer service and administrative duties as needed.
Pay & Commission
- Base Pay: $15.00 per hour plus commission.
- Guaranteed minimum earnings of $17.00 per hour.
- Commission is earned based on applicable sales and performance.
- If commission earnings are not sufficient to reach the $17.00 per-hour minimum, the company will make an additional payroll adjustment to ensure the employee receives at least $17.00 per hour, subject to applicable payroll and wage requirements.
- The position provides an opportunity to earn more than $17.00 per hour through commission.
Qualifications
- Previous customer service, order processing, inside sales, or similar experience preferred.
- Excellent verbal and written communication skills.
- Strong phone and email communication skills.
- Good computer skills and ability to learn new systems.
- Strong attention to detail and organizational skills.
- Ability to manage multiple customer requests and priorities.
- Strong problem-solving skills and a professional, patient attitude.
- Ability to work independently and as part of a team.
- Experience with e-commerce, ERP, CRM, inventory, or order management systems is a plus.
- Basic technical troubleshooting experience is a plus.
Ideal Candidate
The ideal candidate is:
- Customer-focused and enjoys solving problems.
- Organized, dependable, and detail-oriented.
- Professional and clear in communication.
- Able to manage multiple tasks in a fast-paced environment.
- Willing to learn and take ownership of customer issues.
- A strong team player.
Work Environment
This is a hands-on customer service position involving frequent phone and email communication, computer-based order processing, and coordination with warehouse and internal teams. The position may occasionally assist with order fulfillment and other operational tasks.
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Benefits:
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
Work Location: In person
Salary : $17 - $20