Manhead

Ecommerce Customer Service Representative

Manhead

full-time

Posted on:

Location Type: Remote

Location: Tennessee • United States

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About the role

  • Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.)
  • Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms.
  • Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy.
  • Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders.
  • Maintain response times in line with SLAs set by the Customer Support Manager
  • Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement.
  • Stay up to date on product releases, promotions, and website updates to provide accurate and timely information.
  • Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc.
  • Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.

Requirements

  • Comfortable engaging with customers across multiple channels, including email, chat, and other support platforms
  • Proficient with CRM and ecommerce tools such as Gorgias, Shopify, and ShipBob
  • Experienced in supporting customers in fast-paced ecommerce environments, including managing multiple storefronts or brands
  • Solid understanding of ecommerce workflows, including orders, shipping, returns, refunds, and exchanges
  • Highly organized with excellent attention to detail when managing multiple accounts and platforms
  • Clear, friendly communicator capable of explaining information in an easy-to-understand manner
  • Strong typing skills and proficiency with computers and software systems
  • Skilled problem-solver who can resolve issues independently and efficiently
  • Calm, adaptable, and positive when multitasking in high-pressure situations
Applicant Tracking System Keywords

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

Hard Skills & Tools
CRMecommerce toolsShopifyGorgiasAftership3PL warehouse managementorder managementshipping processesreturns managementrefunds management
Soft Skills
customer engagementcommunicationproblem-solvingorganizationattention to detailadaptabilitymultitaskingprofessionalismaccuracycalmness under pressure