e-Commerce Customer Service Specialist

The E-Commerce Customer Service Representative supports customers throughout the online ordering process, from answering product questions to resolving issues after an order is placed. This position is responsible for reviewing and processing e-commerce and EDI orders, assisting customers with order status and shipping questions, and working with internal teams to ensure orders are fulfilled accurately and efficiently. All customer interactions should be handled in a courteous, consistent, and professional manner.

Essential Duties & Responsibilities

• Review, process, and monitor e-commerce and EDI orders to ensure they are accurate and entered into the Company’s order management or point-of-sale system in a timely manner.
• Audit online orders for accuracy, including product selection, quantities, pricing, shipping information, and other order details.
• Respond promptly to customer inquiries by phone and email regarding online orders, products, pricing, availability, and delivery.
• Assist customers with questions or issues related to placing orders through the Company’s e-commerce platform.
• Provide customers with order updates, including order status, shipping dates, tracking information, and anticipated delays.
• Research and resolve order-related issues, such as incorrect items, damaged or missing products, shipping discrepancies, and other fulfillment concerns.
• Coordinate with warehouse, shipping, and other internal teams to address order issues and help ensure timely fulfillment.
• Assist with merchandise returns, replacements, and credits in accordance with Company procedures.
• Research product information and provide accurate responses to customer questions.
• Arrange customer pickups with the warehouse when applicable.
• Maintain accurate records of customer communications, order updates, and resolutions.
• Stay informed about the Company’s products, promotions, and e-commerce processes.
• Maintain a positive and professional demeanor when interacting with customers and team members.

Perform other related duties as assigned.

Education & Experience

• One year of customer service experience is preferred.

Experience supporting e-commerce, online orders, or order processing preferred

• Proficiency in Microsoft Office applications and ability to learn e-commerce and order management systems.
• Strong verbal and written communication skills.
• Ability to provide responsive, professional customer service and maintain composure in stressful situations.
• Strong attention to detail and accuracy when processing and reviewing orders.
• Ability to research issues, identify solutions, and follow through to resolution.
• Strong organizational skills and ability to multitask and prioritize in a high-volume environment.

Ability to work independently and collaboratively with team members across departments.