E-Commerce Customer Service Representative

Good Smile Connect, LLC is looking for an E-commerce Customer Service Representative to join our team! A successful candidate will be a motivated self-starter with a strong work ethic. We are strongly team-focused and welcome others who are hardworking and passionate about their fandoms and the communities that surround them.

The ideal candidate will be responsible for providing exceptional customer service in written and oral formats. This position will work closely with other internal departments such as Warehouse, Shipping, Marketing, Accounting, and Production. You will need to be able to coordinate and communicate with these various departments to investigate customer requests, de-escalate grievances, and notify customers of any anticipated order issues.

Responsibilities for E-commerce Customer Service Representative

• Provide excellent customer experience by responding to customer questions and comments using the following mediums: Emails, Text, and Telephone calls.
• Detail oriented with strong follow-through and ability to keep departments updated.
• Strong verbal and written communication skills that uphold the highest quality and standards.
• Process daily orders, returns, exchanges, refunds, order cancellations, and carrier claims.
• Strong problem and conflict-resolution skills to ensure customer satisfaction and de-escalate situations.
• Foundational knowledge of multiple shipping carriers’ policies and procedures and claim procedures (USPS, UPS, FedEx, etc).
• Work on special projects and tasks as needed that are subject to change.
• Evolve with new and changing procedures.
• Ability to work in a high-volume call center and warehouse environment.
• Strong team player who has the ability to help other departments.

Qualifications for E-commerce Customer Service Representative

• 2+ years experience in e-commerce customer service or related field.
• Experience processing returns.
• Excellent communication and presentation skills.
• Time management and organizational skills.
• Computer skills, including MS Excel, OpenCart, SKU Vault, Shopify, PayPal, and Google Docs.
• Ability to handle day-to-day tasks and prioritize as new projects are given, meet deadlines in a fast-paced and demanding environment.