Customer Service Representative (Ecommerce)

Job Title: Customer Service Representative (Ecommerce)
Type: Full-Time, Remote
Working Hours: Mondays - Fridays, 8:00 am - 5:00 pm (CST)
Compensation: $1,000 - $ 1,200 (based on assessment)

About the Company:
We are a revolutionary air-dried dog food company committed to improving the health and longevity of dogs. We specialize in healthy, GMO-free dog food made from human-grade ingredients. Our mission is to provide pet parents with premium products that make a significant difference in their dogs’ lives. With a fast-growing e-commerce business, we are dedicated to creating the best dog nutrition using real ingredients.

Job Summary:
We are looking for a dedicated Customer Service Representative to support our fast-paced e-commerce operations. In this role, you’ll interact with our customers, primarily dog owners, to provide exceptional service and ensure their needs are met across various platforms like Shopify, Gorgias, Ship Station and Amazon. Your goal is to create a positive experience for customers while handling their inquiries, orders, and any other support requests efficiently. The ideal candidate is passionate about dogs and has previous experience in e-commerce customer service, particularly for a Shopify-enabled DTC (direct-to-consumer) consumer products company.

Responsibilities:

• Customer Interaction: Manage customer inquiries via Gorgias, email, chat, and phone, ensuring prompt and effective responses.

• Platform Management: Use Shopify, Gorgias, Ship Station and Amazon to handle orders, returns, and customer queries efficiently.

• Problem Resolution: Troubleshoot issues related to orders, payments, and deliveries, ensuring customer satisfaction.

• Customer Communication: Clearly and professionally communicate with customers, while maintaining the brand’s tone and message.

• Process Improvement: Provide feedback to the team on common customer issues and suggest improvements to enhance the customer experience.

• Dog Enthusiast: Be part of a team that loves dogs, and understand how our products make a difference in their health and well-being.

Requirements:

• Previous experience working with Shopify, Gorgias, Ship station and Amazon.

• E-commerce experience is a must.

• Must have fluent English communication skills; Spanish fluency is a plus.

• Must be available to work during US working hours.

• Passion for pets is a must—particularly dogs!