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J.B. Poindexter & Co · 1 month ago

eCommerce Customer Service, Representative

Elkhart, IN, USA

Full-time

Onsite

Entry, Mid Level

2+ years exp

J.B. Poindexter & Co is seeking an E-Commerce Customer Service Representative who will act as the primary point of contact for online customers. This role involves providing support for customer inquiries, managing orders, and ensuring product information accuracy.

AutomotiveFood TrucksManufacturing

Responsibilities

Deliver responsive and courteous support via phone, email, and live chat

Assist customers with placing and modifying orders, returns, and exchanges

Provide guidance on product compatibility, specifications, and installation

Manage warranty claims and escalate product defect issues as needed

Engage with customers on third-party marketplaces (Amazon, eBay, etc.)

Monitor and manage order status using e-commerce and ERP platforms

Collaborate with the warehouse and shipping teams to ensure timely deliveries

Investigate and resolve order discrepancies or shipment issues

Generate shipping labels or track shipments through integrated systems

Interpret technical product documentation (e.g., part numbers, spec sheets, diagrams)

Use product databases to cross-reference parts, alternates, or superseded items

Troubleshoot customer-reported issues involving part fitment or performance

Support web content accuracy by flagging incorrect product information or images

Work with the e-commerce and IT teams to test and validate site features (search filters, product bundling, checkout process)

Create or update SOPs for technical inquiries and system troubleshooting processes

Run or review system-generated reports related to customer service metrics or product return trends

Utilize CRM and ticketing systems such as Zendesk, Freshdesk, or HubSpot

Operate e-commerce backends (e.g., Shopify, BigCommerce, WooCommerce)

Navigate ERP or WMS software for order and inventory management (e.g., NetSuite, Fishbowl, SAP)

Maintain accurate records in databases and spreadsheets using Excel/Google Sheets

Qualification

E-commerce systemsOrder managementCRM systemsMechanical productsTechnical documentationMultitaskingCommunication skillsProblem-solving skillsOrganizational skillsPresentation skills