Ecommerce Specialist

The e-commerce support specialist plays a critical role in the success of ITAD USA by ensuring a positive customer experience and supporting daily operations. This job is a blend of traditional customer service and a solid understanding of the e-commerce landscape. Job Summary The E-commerce Support Specialist is the primary point of contact for customers, responsible for addressing inquiries, resolving issues, and providing assistance related to online orders, products, and the overall shopping experience. This role works across various 3 rd party marketplaces including eBay and Amazon to ensure customer satisfaction, build loyalty, and contribute to the growth of the business. This is a 100% full time ONSITE ROLE in Carrollton, TX. Remote work is not permitted. Key Responsibilities Customer Communication: Respond to customer inquiries and issues promptly and professionally via email. Product Creation and Data Integration: Assist in accurate product creation and mapping to marketplaces. Order Management: Assist customers with all aspects of their orders, including accurate and timely fulfillment, tracking shipments, and managing order modifications. Issue Resolution: Troubleshoot and resolve customer problems such as order discrepancies and shipping delays. Returns, Refunds, and Exchanges: Process returns, refunds, and exchanges efficiently, ensuring adherence to company policies. Product Knowledge: Maintain a deep understanding of the company's products, services, and policies to provide accurate information and guidance to customers. Collaboration: Work closely with other departments, such as warehouse, marketing, IT, and 3 rd party site customer service agents to resolve complex customer issues and ensure a seamless customer journey. Feedback and Improvement: Identify and report recurring customer issues or trends to help improve products, services, and overall business processes. Maintain high quality feedback ratings on all 3 rd party marketplaces. Fraud Prevention: Identify and prevent ecommerce fraud. Qualifications and Skills Experience: Proven experience in eBay & Amazon customer service is required. Education: A high school diploma or equivalent is typically required; a bachelor's degree is preferred. Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically. Technical Proficiency: Familiarity with e-commerce platforms: Amazon, eBay, etc. Proficiency in using CRM systems and customer support software (e.g., eDesk, Zendesk, HubSpot, Freshdesk). Problem-Solving: Strong problem-solving, critical-thinking, and analytical abilities to effectively address a wide range of customer issues. Customer-Centric Mindset: A genuine passion for delivering exceptional customer service and fostering positive relationships. Organizational Skills: Excellent time management and organizational skills, with the ability to multitask in a fast-paced, high-volume environment. Adaptability: The ability to learn quickly and adapt to new tools, technologies, and company policies. Detail Orientation: Must have strong focus and attention to detail and overall quality. Teamwork: The ability to work both independently and collaboratively as part of a team. #J-18808-Ljbffr