Gierd · 3 days ago
Customer Service Representative | Service Level 2 (Hybrid in Post Falls, ID)
Post Falls, ID
Full-time
Hybrid
Entry, Mid Level
2+ years expGierd Inc is a company that partners with leading sellers to enhance their marketplace performance and buyer experiences. They are seeking a detail-oriented Customer Service Representative to manage inquiries and support on various online marketplaces, ensuring timely and effective resolutions for customer issues.
Artificial Intelligence (AI)E-CommerceE-Commerce PlatformsInformation TechnologyMachine LearningMarketplaceSoftware
Responsibilities
Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries
Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions
Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates
Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes
Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers
Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service
Suggest solutions, offering troubleshooting, when a product malfunctions
Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards
Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership
Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics
Qualification
Required
Minimum of 2-3 years of experience in e-commerce, online sales, customer service, or equivalent
Strong attention to detail and ability to identify errors or process gaps
Knowledge of online marketplaces (Amazon, eBay, Walmart, etc)
Must have strong written and verbal communication skills
Must have excellent interpersonal skills with the ability to work efficiently and effectively within a collaborative, cross-functional environment
Proficiency in Microsoft Office or Google Workspace, including Excel or Sheets, plus the ability to quickly learn and work with new systems and software
Ability to work independently and collaboratively in a fast-paced environment
Experience with CRM Platforms, such as Zendesk
Preferred
Experience with troubleshooting/tech support is a plus
Company
Gierd
Saas, BI + AI Driven Ecommerce
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$8MKey Investors
Nyca Partners
2025-04-01Series A· $8M
Leadership Team
Jordan Sielaff
Co-Founder, Chief Executive Officer
Woody Dixon
Chief Operating Officer
Recent News
2025-11-19
2025-05-05
Company data provided by crunchbase