Seeking a highly organized and detail-oriented Client Support Specialist to support business clients through order management, customer communication, and operational issue resolution. The ideal candidate has experience working in high-volume customer support environments, thrives in fast-paced operations, and takes full ownership of customer outcomes.

Responsibilities:

Order Support & Processing

• Perform order entry, modifications, and account updates using Shopify and internal systems.
• Process remakes, replacements, and credit requests accurately while meeting established SLAs.
• Investigate missing, damaged, incorrect, or delayed deliveries and coordinate appropriate resolutions.
• Monitor active orders and proactively communicate updates to customers.
• Partner with Logistics, Fulfillment, and Operations teams to resolve order-related issues.

Inbox & Ticket Management

• Manage inbound support tickets, emails, and live chat inquiries in a timely and professional manner.
• Prioritize customer issues based on business impact, urgency, and service level commitments.
• Maintain accurate ticket documentation and ensure customer inquiries are fully resolved.
• Meet established SLAs for first response time, resolution time, and ticket quality.
• Effectively manage multiple priorities while maintaining exceptional accuracy.

Client Account Support

• Support onboarding activities for new client accounts, including account setup and verification.
• Maintain accurate customer records, contact information, delivery details, and account preferences.
• Develop familiarity with assigned customer accounts and their operational requirements.
• Support day-to-day client communication and account management activities.

Escalation Management

• Gather complete order, shipment, and account information before escalating issues.
• Clearly document issues and provide detailed context for internal stakeholders.
• Follow up on escalated cases to ensure timely resolution and customer communication.
• Escalate operational risks and service failures appropriately.

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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