Customer Success Representative – Luxury Floral eCommerce
Catena
E-Commerce and Order Management Specialist, Shopify
Twoconnect
full-time
Posted on:
Location: 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Manage and respond to customer inquiries across email, social media, and chat with prompt, accurate, friendly communication
- Assist customers with order processing, tracking, cancellations, and changes; coordinate with logistics to resolve delivery issues
- Handle complex cases such as lost parcels; liaise with logistics providers to trace packages, resolve disputes, and recover fees
- Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management
- Maintain accurate customer and wholesale account records including order history, returns, and interactions
- Process subscription cancellations, issue refunds, and adjust subscriptions per company policies
- Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility
- Identify opportunities to upsell or cross-sell products and services
- Utilize Gorgias to manage customer inquiries and suggest workflow improvements
- Collaborate with logistics, operations, and wholesale teams to ensure smooth order fulfilment
- Manage influencer deliveries, uploads, and reporting using Carton Cloud
- Facilitate return-to-sender consignments and ensure efficient resolution
- Identify opportunities to enhance service processes and overall customer experience
- Undertake additional role-related tasks as required
Requirements
- Bachelor’s degree in Business, Communications, Customer Service, or related field (or equivalent practical experience)
- 3+ years of customer service experience within an e-commerce environment
- Wholesale support experience highly regarded
- Experience with Shopify (highly desirable) and Gorgias
- Familiarity with other e-commerce and logistics tools is a plus
- Excellent written and verbal communication skills
- Strong troubleshooting and problem-solving skills for logistics and order management
- Highly organized, able to manage competing priorities and high volumes of enquiries
- Keen attention to detail
- Proactive, customer-first mindset
- Adaptability to thrive in a fast-paced, dynamic e-commerce environment
