ECommerce Customer Service Rep

Job Description

Job Description

Unikoo Glass & Hardware is a growing supplier of shower doors, glass, hardware, LED mirrors, and related products serving customers across multiple sales channels. We support contractors, glass shops, distributors, homeowners, and online retail customers through our direct website and major e-commerce platforms.

• Reliable and punctual.
• Professional with customers and coworkers.
• Organized and accurate.
• Comfortable handling multiple platforms and customer issues at the same time.
• Willing to learn Unikoo’s products, systems, and internal processes.
• Able to communicate clearly and follow through until the issue is resolved.

Job Summary

We are looking for a detail-oriented and dependable E-commerce Customer Service Representative to support our online sales channels, including Amazon, Home Depot, Wayfair, Shopify, and our direct website. This role is ideal for someone who is organized, responsive, professional, and comfortable working in a fast-paced environment.
The E-commerce Customer Service Representative will be responsible for supporting customers, orders, and issue resolution across Unikoo’s online sales channels.

Responsibilities 

• Respond to customer inquiries through email, phone, platform messaging, and website communication channels.
• Process returns, exchanges, replacements, refunds, and order adjustments according to company policies.
• Monitor order flow, shipping status, tracking updates, delivery issues, and shipping exceptions.
• Coordinate with warehouse, operations, sales, and logistics teams to resolve customer concerns.
• Handle Amazon, Home Depot, Wayfair, Shopify, and website cases, tickets, disputes, and escalations.
• Communicate with customers in a professional, timely, and solutions-focused manner.
• Maintain accurate customer, order, return, and case records.
• Follow internal SOPs for customer communication, returns, replacements, claims, and escalations.
• Support product listing updates, product information accuracy, and basic troubleshooting.
• Assist with damaged product claims, missing parts, delivery delays, and replacement requests.
• Help identify recurring customer issues and communicate trends to management.
• Maintain a high level of responsiveness, accuracy, and customer satisfaction.

Qualifications

• 1–2 years of e-commerce, customer service, order support, or related experience preferred.
• Experience working with e-commerce platforms or online marketplace orders.
• Familiarity with Amazon Seller Central, Home Depot, Wayfair Partner Home, Shopify, or similar platforms is a plus.
• Strong written and verbal communication skills.
• Strong problem-solving skills with the ability to stay calm and professional during escalations.
• Ability to multitask, prioritize, and stay organized in a fast-paced environment.
• Detail-oriented with strong follow-through.
• Comfortable using computers, order management systems, email, spreadsheets, and customer service platforms.
• Dependable, responsive, and able to work well with internal teams.
• Bilingual preferred: English/Spanish and/or Mandarin.

Preferred Skills

• Experience handling returns, refunds, replacements, shipping claims, and customer escalations.
• Knowledge of online marketplace policies and customer service expectations.
• Ability to read order details, product information, tracking updates, and customer case history.
• Experience supporting products that require parts, measurements, specifications, or technical explanation.
• Strong sense of urgency and ownership.