Job Openings Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

About the job Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

Position: Customer Service Representative

Number of hours: 40 hours per week
Schedule: EST


Key Responsibilities

Technical Support & Troubleshooting

  • Assist with LED/HID installation and setup

  • Diagnose issues (flickering, error codes, CANBUS, etc.)

  • Troubleshoot faulty/underperforming products

  • Recommend needed accessories (decoders, resistors, harnesses)

Order Issue Resolution

  • Handle warranty claims and replacements

  • Resolve lost/stolen package issues

  • Coordinate with warehouse/logistics for re-ships

Returns & Exchanges

  • Approve/decline return or exchange requests

  • Issue RMAs and guide return process

  • Process exchanges and reduce unnecessary returns

Pre-Sale Product Guidance

  • Help customers choose correct products for vehicles

  • Recommend options based on needs and budget

  • Upsell/cross-sell accessories

  • Explain specs, compatibility, and installation

Fraud & Order Verification

  • Review and verify flagged orders

  • Check address/payment discrepancies

  • Escalate confirmed fraud cases


Reporting & Process Improvement

  • Report catalog/fitment errors and product issues

  • Suggest service improvements

  • Maintain accurate case notes


Qualifications

  • Exceptional written and spoken English — neutral or North American accent preferred for phone support

  • Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic

  • Detail-oriented with strong problem-solving and critical thinking skills

  • Calm, professional, and empathetic communication style under pressure

  • Experience in e-commerce customer service (order management, returns, exchanges)

  • Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)

  • Comfortable handling live chat, email, and inbound/outbound phone calls concurrently

  • Self-directed and reliable — capable of working independently with minimal supervision

  • Familiarity with Shopify or other e-commerce platforms is an asset.


Desirable Experience

  • Background in automotive parts, electronics, or technical consumer products

  • Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)

  • Experience processing warranty claims and working with logistics teams

  • Knowledge of fraud detection and order verification best practices


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