We are seeking a proactive and detail-oriented Customer Service Representative to join our team. In this role, you will be responsible for overseeing the order lifecycle, managing customer inquiries, processing returns, and ensuring an exceptional customer experience from start to finish. You will work closely with internal teams to resolve issues, optimize workflows, and support customers efficiently and professionally.
Key Responsibilities
Process and monitor customer orders from placement through fulfillment.
Coordinate with warehouse, logistics, and operations teams to ensure timely and accurate delivery.
Identify and resolve order discrepancies, delays, or issues proactively.
Maintain accurate records in order management and CRM systems.
Handle return and exchange requests in accordance with company policies.
Communicate with customers to provide return labels, instructions, and status updates.
Collaborate with warehouse employees to track returned items and ensure timely processing.
Report recurring issues or product concerns back to the team.
Manage customer tickets via email, chat, or phone, ensuring timely and empathetic responses.
Troubleshoot customer concerns related to orders, products, billing, or shipment.
Escalate complex cases to the appropriate internal teams when needed.
Maintain high customer satisfaction by delivering clear, concise, and solution-oriented communication.
Work with Sales team to ensure customers receive accurate and up-to-date information.
Participate in process improvement discussions to enhance customer experience.
Qualifications
Experience in order management, customer service, e-commerce, or operations (preferred).
Strong organizational skills and attention to detail.
Excellent written and verbal communication.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Comfortable using CRM, helpdesk, or order management systems (e.g. Shopify)
Problem-solver with a customer-first mindset.