Customer Service Representative / Order Administrator

Job Description

Job Description

Customer Service Representative / Order Administrator

Location: Collegeville, PA (Onsite)
Employment Type: Part-Time (30-40 hours/week + benefits)
Pay Range: $16–$20/hour
Department: Customer Service / Operations

About SAV Eyewear
SAV Eyewear (Select-A-Vision) is a distributor supporting a national network of retail and optical partners with product placement, merchandising, and account management. We work closely with our retail customers to ensure their locations are stocked, displayed, and running smoothly.

Position Summary
We're looking for a Customer Service Representative / Order Administrator to join our Collegeville, PA team onsite, part-time (30 hours/week). This role is primarily customer-facing (~75%), supporting our ecommerce customers with order and account inquiries, with the remainder of the role supporting order entry and processing in our ERP system. It's a great fit for someone who enjoys solving problems for customers in a fast-paced online retail environment but is also comfortable working carefully with data and order details.

Key Responsibilities
Customer Service (primary focus — ecommerce)
●    Respond to customer inquiries via phone, email, and/or chat regarding orders, shipping status, returns/exchanges, and product availability
●    Troubleshoot and resolve order discrepancies, shipping delays, and billing/payment questions for online orders
●    Process or coordinate returns, exchanges, and order cancellations according to company policy
●    Build a positive customer experience that supports repeat business and brand reputation
●    Coordinate with Sales and Operations to keep customers updated on order status and resolve issues quickly

Order Administration (supporting focus)
●    Review incoming ecommerce orders and direct warehouse priorities to ensure timely fulfillment
●    Track order status through to completion, following up with the warehouse on any delays or exceptions
●    Provide tracking information to customers and internal teams when needed
●    Flag and help resolve order issues (stock shortages, shipping errors, etc.) before they impact the customer
●    Assist with occasional special projects, promotions, or account onboarding tasks

Qualifications
●    1–3 years of customer service experience, ideally in ecommerce, online retail, or direct-to-consumer environments
●    Strong verbal and written communication skills
●    Comfortable working in Microsoft Office (Excel, Outlook); ERP system experience (Dynamics, Sage, or similar) a plus
●    Detail-oriented with strong follow-through on open issues, comfortable coordinating with the warehouse to keep orders moving
●    Able to manage multiple customer conversations and priorities in a fast-paced environment
●    Positive, solutions-focused attitude
●    Able to work onsite in Collegeville, PA

Nice to Have
●    Experience with Shopify or similar ecommerce platforms; marketplace experience (Amazon Seller Central, etc.) a plus
●    Experience in the optical, eyewear, or vision care industry
●    Familiarity with EDI, order import/export processes, or online order management tools

 

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