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

RippedBoxStation

Role overview

Qualifications

  • Exceptional written and spoken English — neutral or North American accent preferred for phone support.
  • Strong technical aptitude with ability to quickly learn automotive lighting product lines and fitment logic.
  • Experience in e-commerce customer service (order management, returns, exchanges) and proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk or similar).
  • Self-directed and reliable — capable of working independently with minimal supervision.

Responsibilities

  • Provide technical support and troubleshooting for automotive LED/HID lighting, including installation guidance, diagnosing issues (e.g., flickering, CANBUS errors), and recommending compatible accessories.
  • Manage order issues end-to-end, including warranty claims and replacements, lost/stolen package resolution, and coordinating with warehouse/logistics for re-ships.
  • Process returns and exchanges, including approving/declining requests, issuing RMAs, guiding customers through the return process, and reducing unnecessary returns.
  • Deliver pre-sales guidance and fraud checks, helping customers select correct products, explaining specs and compatibility, upselling accessories, and reviewing flagged orders for fraud with address/payment discrepancy checks.

Key facts

Hard skills

Order Management Fraud Detection Resistors Cross-Selling Decoding LiveChat Warehouse Management Hardware Support Wire Harnesses Freshdesk Case Report Forms Zendesk Help Desk Support Process Improvement Web Platforms Shopify

Other skills

  • Calmness Under Pressure
  • Professionalism
  • Communication
  • Multitasking
  • Time Management
  • Critical Thinking
  • Customer Service
  • Detail Oriented
  • Empathy
  • Problem Solving

About the company

RippedBoxStation logo

RippedBoxStation

Outsourcing & Offshoring

is a company that deliver great user experience by deeply understanding what people want and love. Then deliver the features, messages, and content that are most helpful, relevant and timely. That’s what makes users happy and loyal. Ripped Box Station strives to deliver the tools and support that helps companies deliver that great experience.

Company details

Company typeStartup
IndustryOutsourcing & Offshoring
Company size11 - 50

Links

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Job description

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)

Order Issue Resolution

  • Handle warranty claims and replacements

  • Resolve lost/stolen package issues

  • Coordinate with warehouse/logistics for re-ships

Returns & Exchanges

  • Approve/decline return or exchange requests

  • Issue RMAs and guide return process

  • Process exchanges and reduce unnecessary returns

Pre-Sale Product Guidance

  • Help customers choose correct products for vehicles

  • Recommend options based on needs and budget

  • Upsell/cross-sell accessories

  • Explain specs, compatibility, and installation

Fraud & Order Verification

  • Review and verify flagged orders

  • Check address/payment discrepancies

  • Escalate confirmed fraud cases


Reporting & Process Improvement

  • Report catalog/fitment errors and product issues

  • Suggest service improvements

  • Maintain accurate case notes


Qualifications

  • 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.


Desirable Experience

  • 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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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