JB Poindexter & Co

Compensation

Full Description

Overall Responsibilities: The E-Commerce Customer Service Representative acts as the primary point of contact for online customers, supporting both standard customer service interactions and technical inquiries. This role requires a solid understanding of e-commerce systems, order management, and product specifications—particularly for mechanical or industrial components. RESPONSIBILITIES: Customer Interaction & Support: Deliver responsive and courteous support via phone, email, and live chat. Assist customers with placing and modifying orders, returns, and exchanges. Provide guidance on product compatibility, specifications, and installation. Manage warranty claims and escalate product defect issues as needed. Engage with customers on third-party marketplaces (Amazon, eBay, etc.). Order & Fulfillment Coordination: Monitor and manage order status using e-commerce and ERP platforms. Collaborate with the warehouse and shipping teams to ensure timely deliveries. Investigate and resolve order discrepancies or shipment issues. Generate shipping labels or track shipments through integrated systems. Technical Responsibilities: Interpret technical product documentation (e.g., part numbers, spec sheets, diagrams). Use product databases to cross-reference parts, alternates, or superseded items. Troubleshoot customer-reported issues involving part fitment or performance. Support web content accuracy by flagging incorrect product information or images. Work with the e-commerce and IT teams to test and validate site features (search filters, product bundling, checkout process). Create or update SOPs for technical inquiries and system troubleshooting processes. Run or review system-generated reports related to customer service metrics or product return trends. Systems & Tools: Utilize CRM and ticketing systems such as Zendesk, Freshdesk, or HubSpot. Operate e-commerce backends (e.g., Shopify, BigCommerce, WooCommerce). Navigate ERP or WMS software for order and inventory management (e.g., NetSuite, Fishbowl, SAP). Maintain accurate records in databases and spreadsheets using Excel/Google Sheets. Characteristics and skills: Work well within a team environment. Strong problem-solving skills. High attention to detail and accuracy. Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment. Ability to “build relationship” with customers to drive high Customer Satisfaction. Ability to multitask, effective time management skills and a basis for action. Excellent written and verbal communication skills. Customer service focuses on good telephone skills with a positive attitude. Effective Presentation Skills. Very sharp, innovative, and accustomed to “figuring it out.” Mature judgment and decision-making ability. Educational and other requirements: High school diploma required; technical or business degree preferred. 2+ years of customer service experience, ideally in a manufacturing, distribution setting or auto parts counter. Experience with mechanical or industrial products is highly desirable. Comfort reading technical documents and understanding part applications. Proficiency in using e-commerce platforms and customer service tools. Excellent written and verbal communication skills. Strong troubleshooting, multitasking, and organizational abilities. Familiarity with HTML or product content management tools is a plus.