Gierd

Customer Service Representative – Service Level 2

Gierd

full-time

Posted on:

Location Type: Hybrid

Location: Post Falls • Idaho • United States

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About the role

  • Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries.
  • Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions.
  • Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates.
  • Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes.
  • Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers.
  • Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service.
  • Suggest solutions, offering troubleshooting, when a product malfunctions.
  • Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards.
  • Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership.
  • Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics.

Requirements

  • Minimum of 2-3 years of experience in e-commerce, online sales, customer service, or equivalent.
  • Strong attention to detail and ability to identify errors or process gaps.
  • Knowledge of online marketplaces (Amazon, eBay, Walmart, etc).
  • Must have strong written and verbal communication skills.
  • Must have excellent interpersonal skills with the ability to work efficiently and effectively within a collaborative, cross-functional environment.
  • Proficiency in Microsoft Office or Google Workspace, including Excel or Sheets, plus the ability to quickly learn and work with new systems and software.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Experience with CRM Platforms, such as Zendesk.
  • Experience with troubleshooting/tech support is a plus.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
e-commercecustomer servicetrend analysisroot cause analysistroubleshootingKPI managementSLA standards
Soft Skills
attention to detailwritten communicationverbal communicationinterpersonal skillscollaborationindependenceaccountability