ADMINISTRATION - E-COMMERCE SUPPORT (81237)
About The Position
The Customer Support Representative is responsible for providing quality and timely customer service to both Spec’s employees and its customers. This will include answering questions via phone or email and resolving issues via a ticketing system. We’re looking for a detail‑driven, customer‑focused professional to join our Ecommerce customer service team. This role is essential to ensuring our ecommerce customers and store locations receive exceptional support and that all orders are reconciled to their proper payment status. You’ll work closely with customers, internal teams, and external partners to resolve issues, investigate discrepancies, and maintain smooth operational flow. This is a full‑time, in‑office position with some Saturday shifts required.
Requirements
- High school diploma or equivalent
- 1-2 years of customer service experience
- Excellent communication skills, both written and verbal
- Strong problem-solving skills
- Ability to work independently and as part of a team
- Ability to work under pressure and meet deadlines
- Ability to handle customer complaints in a professional and courteous manner
- Previous experience in customer service, order management, ecommerce support, or a related field.
- Strong attention to detail and comfort working with numbers and data.
- Ability to multitask in a fast‑paced environment while maintaining accuracy.
- A problem‑solver who stays calm under pressure and enjoys helping customers.
Nice To Haves
- Proficiency with ecommerce platforms, CRM systems, and basic spreadsheets
Responsibilities
- Respond to Spec’s customer inquiries via phone and email
- Respond to Spec’s employees' inquiries via phone and email
- Resolve issues in a timely and efficient manner utilizing ticketing system
- Provide technical support for third party delivery platform inquiries
- Build relationships with customers and provide them with a positive experience
- Stay up to date on Spec’s product offerings
- Follow Spec's policies and procedures
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Provide timely, professional, and solution‑oriented assistance.
- Handle escalations with empathy and clear communication.
- Review and reconcile ecommerce orders daily to ensure accuracy in billing, shipping, and fulfillment.
- Investigate discrepancies such as missing items, incorrect charges, or delivery issues.
- Coordinate with store and accounting teams to resolve order variances.
- Track and manage open cases until fully resolved.
- Process returns, exchanges, replacements, and refunds according to company policy.
- Identify recurring issues and recommend process improvements.
Benefits
- Competitive pay and benefits package
- Opportunity to grow with a great team
- Chance to learn and grow in your career
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
