Customer Service Representative

Redmont Talent Partners is working with a growing e-commerce only kids clothing company that is looking for a detail-oriented, dependable, and customer-focused Customer Service Representative to join our team remotely.

This role will focus heavily on processing returns and refunds, investigating missing items, and communicating with customers regarding order issues. The ideal candidate is organized, comfortable working independently, and able to move efficiently through a high-volume e-commerce environment.

You will also be cross-trained on other areas of customer service and will have the opportunity to support various aspects of our daily operations.

Key Responsibilities

• Process customer returns and determine when refunds should be issued.
• Work primarily in the Needs Refunds queue, reviewing orders and processing refunds accurately and efficiently.
• Investigate orders with potentially missing items and determine whether an item is truly missing before issuing a refund.
• Review order status and tracking information to determine where an order is in the fulfillment and shipping process.
• When an item is confirmed missing:
• Process the appropriate customer refund.
• Issue a gift card when applicable.
• Use the appropriate customer-service macro in Gorgias.
• Send the appropriate email communication to the customer.
• Review orders in Triage where an item may potentially be missing or delayed.
• Contact customers by email when additional investigation or communication is needed.
• Review and process returns by looking up order information and determining the appropriate next step.
• Respond to customer emails involving missing items, returns, refunds, order status, and other order-related concerns.
• Maintain accuracy when processing refunds, particularly as sale prices and order amounts may change.
• Cross-train on additional customer service responsibilities and provide coverage as needed.
• Maintain organized and accurate records using Google Sheets and other company systems.

Daily Workflow

A significant portion of the day will be dedicated to the Needs Refunds queue. Workload can fluctuate based on sales, returns, and customer inquiries.

Typical responsibilities may include:

• Processing a high volume of returns and refund requests.
• Reviewing potentially missing items.
• Investigating customer emails regarding missing merchandise.
• Checking order status and tracking information.
• Determining whether an item qualifies for a refund.
• Communicating the resolution to the customer.
• Moving between customer service queues as priorities change throughout the day.

The position may involve reviewing hundreds of orders and customer inquiries, so the ability to prioritize, stay organized, and work efficiently is essential.

Systems & Tools

Experience with the following platforms is preferred:

• Shopify
• Gorgias
• Google Workspace
• Google Sheets
• Order tracking and fulfillment systems
• Experience with e-commerce customer service is a strong plus.

What We’re Looking For

The ideal candidate is:

• Highly organized and detail-oriented.
• Comfortable working independently in a remote environment.
• Able to manage a high-volume workload without sacrificing accuracy.
• Confident navigating multiple systems and browser tabs.
• Strong with written communication and customer service.
• Comfortable researching an order before making a decision.
• Able to determine when a customer issue requires a refund versus additional investigation.
• Reliable and consistent with attendance and daily productivity.
• Comfortable learning new systems and processes.
• Willing to cross-train and assist with other customer service functions as needed.
• A problem solver who takes ownership of customer issues from start to finish.

Schedule

This is a full-time remote position, generally scheduled 8:00 AM–5:00 PM, with the possibility of an earlier or later start time depending on the needs of the position.

The customer service team operates across different shifts, including weekday and evening/weekend coverage. This position will primarily support the daytime workload.

Redmont Talent Partners is a subsidiary Redmont Capital, a Birmingham, Alabama–based investment bank. We focus on partnering with companies that offer exceptional opportunities and strong, people-first cultures—primarily within small to mid-sized organizations.We go beyond simply filling roles; we’re committed to building lasting careers and meaningful p…