Ecommerce Customer Service Representative

Overview:
The eCommerce Customer Service Representative is responsible for providing exceptional support to customers and stakeholders through phone and email communications related to eCommerce operations. This role serves as a key point of contact for account setup, order management, product inquiries, website support, and customer onboarding activities. The successful candidate will help deliver a seamless customer experience while collaborating with cross-functional teams to resolve issues and support business objectives.

Why Join This Team:

• Be part of a growing Digital Commerce organization supporting North America customers.
• Play a vital role in delivering an exceptional eCommerce customer experience.
• Gain exposure to leading eCommerce, ERP, and customer support platforms.
• Collaborate with cross-functional teams including IT, Operations, and Account Management.
• Contribute to initiatives that improve customer satisfaction and digital commerce processes.

What You Will Do:

• Respond to customer and stakeholder inquiries through phone and email channels.
• Support customers with account setup, registration, and account maintenance activities.
• Assist customers with product information requests, order placement, and order status inquiries.
• Provide guidance regarding website navigation, portal usage, and eCommerce-related processes.
• Register and approve new customer accounts in accordance with established procedures.
• Train customers and internal users on the use of eCommerce platforms and portals.
• Investigate customer concerns and coordinate issue resolution with IT, Operations, and other business teams.
• Escalate technical issues and support break/fix processes to ensure timely resolution.
• Maintain accurate records of customer interactions and transactions.
• Partner with internal stakeholders to improve customer experience and operational efficiency.

What You Need to Succeed:

• Bachelors degree in Business, Information Technology, Communications, or a related field.
• Minimum of 4 years of experience in a customer service, customer support, or client-facing role.
• Excellent verbal and written English communication skills.
• Strong phone etiquette and customer relationship management skills.
• Ability to work independently and effectively collaborate with cross-functional teams.
• Detail-oriented, organized, and process-driven approach to work.
• Strong problem-solving and critical-thinking skills.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, and Teams.
• Experience with Adobe Commerce/Magento, Adobe Workfront, SAP, or similar eCommerce platforms is preferred.
• Ability to manage multiple priorities in a fast-paced environment.

How We Set You Up for Success:

• Comprehensive onboarding and training on Digital Commerce processes and platforms.
• Exposure to customer support, eCommerce operations, and order management functions.
• Opportunities to develop expertise in Adobe Commerce, SAP, and related technologies.
• Collaboration with global stakeholders and cross-functional teams.
• Continuous learning and career development opportunities within Digital Commerce and Customer Operations.

Work Arrangement: Hybrid
Shift: North America Shift (Night Shift)