E-Commerce Customer Service & Order Processing Specialist
Job Type: Full-Time
Work Hours:
- Monday to Friday, 8-hour shift with a 30-minute unpaid break
- Selected candidates will be assigned to one of two shifts:
- 7:00 AM to 3:30 PM Pacific Time
- 8:00 AM to 4:30 PM Pacific Time
Salary: $1,000 per month
Job Overview:
We are seeking a sharp, organized, and highly detail-oriented E-Commerce Customer Service & Order Processing Specialist to manage customer inquiries, order processing, vendor coordination, and fulfillment activities for a high-volume e-commerce operation. The ideal candidate has prior e-commerce experience, is highly proficient with computer-based systems, and can quickly navigate multiple platforms while managing a busy inbox and a large volume of orders. This role requires strong written and spoken English, excellent follow-up skills, and the ability to independently manage tasks, follow established workflows, and proactively resolve issues in a fast-paced environment.
Key Responsibilities:
- Manage high-volume customer service and order-related email inboxes.
- Respond promptly and professionally to customer inquiries regarding order status, product availability, lead times, shipping, and tracking.
- Process and manage customer orders through Shopify.
- Prepare and send purchase orders to vendors.
- Check vendor portals to verify product availability, inventory, and lead times.
- Follow up with vendors regarding outstanding orders, product availability, and expected fulfillment dates.
- Contact vendors by phone when email follow-ups do not receive a timely response.
- Upload and update tracking numbers and shipping information.
- Monitor drop-ship orders from order placement through fulfillment to ensure orders are progressing as expected.
- Provide customers with accurate and timely updates regarding order status, shipping, availability, and delays.
- Help manage approximately 150 orders and 200–300 customer emails per day across the team.
- Update and maintain CSV files, spreadsheets, and other operational records as needed.
- Perform general e-commerce administrative and order-processing tasks.
- Identify unusual or complex order and customer issues and escalate them to the appropriate internal team member when necessary.
- Follow established SOPs and workflows while taking ownership of assigned tasks and ensuring issues are followed through to resolution.
Required Skills & Qualifications:
- Prior e-commerce experience is required.
- Shopify experience is strongly preferred.
- Strong written English with excellent attention to clarity, accuracy, and professionalism.
- Strong spoken English and confidence communicating with vendors by phone.
- Excellent computer skills and the ability to quickly navigate and manage multiple browser-based systems.
- Comfortable working with CSVs, spreadsheets, vendor portals, Shopify, and other e-commerce systems.
- Highly organized and detail-oriented, with strong attention to accuracy.
- Strong follow-up skills and the ability to proactively track outstanding orders, vendor responses, lead times, and fulfillment issues.
- Able to work quickly and accurately in a high-volume environment while managing multiple priorities.
- Able to follow SOPs and established workflows independently without constant supervision.
- Reliable, proactive, and willing to take ownership of assigned responsibilities.
- Strong problem-solving and critical-thinking skills.
- Able to recognize when an issue requires escalation and communicate it clearly to the appropriate team member.
*Industry experience is not required. Candidates do not need prior electrical or lighting industry experience or product-specific knowledge. The priority is strong e-commerce experience, computer proficiency, speed, organization, follow-through, and the ability to independently manage a high-volume workflow.
Note: An NBI or police clearance will be required upon acceptance of the job offer.
