Customer Support Specialist (Retail Operations)

About the role

As an E-Commerce Customer Support Specialist , your job is to make sure every customer inquiry is handled with care, accuracy, and follow-through. You'll help customers understand what's happening with their orders, take action to resolve issues, and keep them informed until a clear resolution is reached.

What you'll do

• Manage customer inquiries across multiple retail and e-commerce brands, following each brand's policies, tone, and service standards
• Write clear, accurate, and empathetic responses that explain the situation and set appropriate expectations for customers
• Investigate delayed or missing shipments, incorrect or damaged items, backorders, returns, and stock discrepancies using order records, tracking information
• Use Shopify to review orders, identify discrepancies, and take appropriate customer service actions
• Process refunds, return labels, replacements, and order changes within approved policies and permissions, coordinating related inventory corrections when needed

What you need

• Customer service
• Shopify
• Communication