Customer Service Account Case Manager

Leading Edge Connections•Buffalo, NY

3d•$18 - $18•Onsite

About The Position

Ecommerce Customer Service Account Case Manager – Buffalo, NY Join the LEC Family! We are looking for an Ecommerce Customer Service Account Case Manager to join our onsite team in Amherst/Buffalo, New York. In this role, you will manage customer service cases related to ecommerce orders, working directly with customers to resolve questions, concerns, order issues, and account needs.

Requirements

College degree required.
1–3 years of customer service, call center, ecommerce, account management, case management, or related experience preferred.
Experience working with CRM, ticketing, ecommerce, or order management platforms strongly preferred.
Experience with platforms such as Gorgias, Zendesk, Shopify, or similar systems is a plus.
Strong written and verbal communication skills.
Strong active listening and problem-solving abilities.
Ability to manage multiple customer cases simultaneously while maintaining accuracy and composure.
Strong attention to detail and ability to accurately document information.
Ability to research customer issues, utilize available resources, and determine appropriate solutions independently.
Ability to recognize situations requiring escalation and take appropriate action.
Strong computer skills and the ability to learn and navigate multiple software systems.
Must be able to work onsite in the Amherst/Buffalo, NY location.
Must be available to work 40 hours per week during paid training and the busy season.
English (Required)
Day Shift (Required)
Ability to Commute: Buffalo, NY 14228 (Required)
Work Location: In person

Nice To Haves

Experience with platforms such as Gorgias, Zendesk, Shopify, or similar systems is a plus.

Responsibilities

Manage ecommerce customer cases from initial contact through resolution.
Assist with orders, shipping, returns, exchanges, cancellations, refunds, and product questions.
Provide professional support via phone, email, chat, and ticketing systems.
Research and resolve issues using CRM, ecommerce, and order management platforms.
Take ownership of cases and complete timely follow-up.
Escalate complex or high-risk issues appropriately.
Accurately document customer interactions, case details, and resolutions.
Collaborate with internal teams, carriers, and fulfillment partners to resolve issues.
Identify recurring issues and communicate trends to management.
Multitask across systems while maintaining accuracy, professionalism, and empathy.
Meet established customer service, quality, productivity, and attendance goals.
Participate in training and cross-training as needed.