Customer Service Representative
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Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR
Job Openings Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR
About the job Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR
Position: Customer Service Representative
Number of hours: 40 hours per week
Schedule: EST
Key Responsibilities
Technical Support & Troubleshooting
- Assist with LED/HID installation and setup
- Troubleshoot faulty/underperforming products
- Recommend needed accessories (decoders, resistors, harnesses)
- Handle warranty claims and replacements
- Resolve lost/stolen package issues
- Coordinate with warehouse/logistics for re-ships
Returns & Exchanges
- Approve/decline return or exchange requests
- Issue RMAs and guide return process
- Process exchanges and reduce unnecessary returns
- Help customers choose correct products for vehicles
- Recommend options based on needs and budget
- Upsell/cross-sell accessories
- Explain specs, compatibility, and installation
- Review and verify flagged orders
- Escalate confirmed fraud cases
Reporting & Process Improvement
- Report catalog/fitment errors and product issues
- Suggest service improvements
Qualifications
- Exceptional written and spoken English — neutral or North American accent preferred for phone support
- Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic
- Detail-oriented with strong problem-solving and critical thinking skills
- Calm, professional, and empathetic communication style under pressure
- Experience in e-commerce customer service (order management, returns, exchanges)
- Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)
- Comfortable handling live chat, email, and inbound/outbound phone calls concurrently
- Self-directed and reliable — capable of working independently with minimal supervision
- Familiarity with Shopify or other e-commerce platforms is an asset.
- Background in automotive parts, electronics, or technical consumer products
- Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)
- Experience processing warranty claims and working with logistics teams
- Knowledge of fraud detection and order verification best practices
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