Customer Care Representative
R
ResidentE-commerce
United States, ESTFull-TimeMiddle
Salary37000 - 40500 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Microsoft ExcelGoogle SheetsNetSuiteZendeskCRM
Requirements
- 2+ years of experience in customer experience, customer support, customer operations, or a related role.
- Strong problem-solving skills with the ability to follow established guidelines and determine appropriate next steps.
- Experience with CRM and ticketing platforms; Zendesk preferred.
- Familiarity with order management or fulfillment workflows in an eCommerce environment is strongly preferred.
- Proficiency in Excel or Google Sheets, including filters, basic formulas, pivot tables, and simple data analysis.
- Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different customer situations.
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
- Experience with NetSuite or similar order-management systems is a plus.
- Familiarity with Monday.com or similar work management platforms is helpful but not required.
- Comfortable working in a fully remote environment with a dedicated and professional workspace.
- Self-motivated, dependable, and able to structure your day while remaining accountable to team goals and schedules.
Responsibilities
- Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels.
- Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures.
- Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication.
- Escalate issues appropriately when needed to ensure timely and accurate resolution.
- Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment.
- Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies.
- Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement.
- Support ticket triage and prioritization to help meet service-level goals and response-time expectations.
- Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources.
- Track customer communication trends and flag recurring issues or themes to Customer Experience leadership.
- Collaborate cross-functionally when issues require coordination across teams.
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