Customer Service Representative E-Commerce - DO - 032426 - FTCSR

Position: Customer Service Representative

Number of hours: 40 hours per week

Schedule: EST

Key Responsibilities

Technical Support & Troubleshooting

• Assist with LED/HID installation and setup
• Diagnose issues (flickering, error codes, CANBUS, etc.)
• Troubleshoot faulty/underperforming products
• Recommend needed accessories (decoders, resistors, harnesses)
  
  
  

• Handle warranty claims and replacements
• Resolve lost/stolen package issues
• Coordinate with warehouse/logistics for re-ships
  
  
  

• Approve/decline return or exchange requests
• Issue RMAs and guide return process
• Process exchanges and reduce unnecessary returns
  
  
  

• Help customers choose correct products for vehicles
• Recommend options based on needs and budget
• Upsell/cross-sell accessories
• Explain specs, compatibility, and installation
  
  
  

• Review and verify flagged orders
• Check address/payment discrepancies
• Escalate confirmed fraud cases
  
  
  

• Report catalog/fitment errors and product issues
• Suggest service improvements
• Maintain accurate case notes
  
  
  

• Exceptional written and spoken English — neutral or North American accent preferred for phone support
• Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic
• Detail-oriented with strong problem-solving and critical thinking skills
• Calm, professional, and empathetic communication style under pressure
• Experience in e-commerce customer service (order management, returns, exchanges)
• Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)
• Comfortable handling live chat, email, and inbound/outbound phone calls concurrently
• Self-directed and reliable — capable of working independently with minimal supervision
• Familiarity with Shopify or other e-commerce platforms is an asset.
  
  
  

• Background in automotive parts, electronics, or technical consumer products
• Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)
• Experience processing warranty claims and working with logistics teams
• Knowledge of fraud detection and order verification best practices