Customer Service Associate (eCommerce)
Job Summary:
The eCommerce Customer Service Associate provides friendly, efficient, and knowledgeable support to customers shopping through our online store. This role handles inquiries, order issues, and product guidance via phone, email, chat, and other digital channels, always reflecting our values of positivity, eagerness to learn, teamwork, and accountability.
Supervisory Responsibilities:
Duties/Responsibilities:
- Responds promptly to customer inquiries through email, phone, chat, and social media.
- Assists customers with order status, shipping, returns, and exchanges in accordance with company policy.
- Provides accurate product information and pet care guidance to support customer purchasing decisions.
- Troubleshoots and resolves customer issues while maintaining a positive and professional tone.
- Documents customer interactions and feedback in the system for tracking and continuous improvement.
- Collaborates with warehouse, fulfillment, and product teams to resolve order or inventory issues.
- Stays current on company products, promotions, and eCommerce processes.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent written and verbal communication skills.
- Positive, customer-focused attitude toward both people and pets.
- Eager to learn new systems, products, and service processes.
- Strong problem-solving skills and accountability in resolving issues.
- Ability to work effectively as part of a remote or cross-functional team.
- Comfort with eCommerce platforms, CRM systems, and digital communication tools.
Education and Experience:
- High school diploma or equivalent required; college coursework preferred.
- Previous experience in eCommerce customer service or retail support a plus.
Physical Requirements:
- Prolonged periods of sitting and working on a computer.
- Must be able to type and use standard office equipment for extended periods.
- Flexibility to work evenings, weekends, and holidays as needed.
Core Values Statement:
As an eCommerce Customer Service Associate, you are expected to live our core values every day: being positive toward people and pets, staying eager to learn, working as a team, and taking accountability to ensure customers receive excellent service in every interaction.
