Customer Service Representative | DTC E-Commerce (Part Time)
The mission of the Customer Service Representative is to own day to day customer communication and order support for a direct to consumer e-commerce brand while serving as a trusted product expert. This role exists to protect the customer experience by resolving order, shipping, returns, and product questions accurately and by guiding customers to the right product for their needs. Success is defined by fast response times, accurate resolution, and confident product guidance that builds trust and drives satisfaction.
Product Knowledge and Customer Guidance
- Develop deep knowledge of the full product line including use cases, differences, and compatibility
- Confidently answer product related questions and help customers select the best product for their needs
- Translate technical product details into clear, customer friendly guidance
- Stay current on new product launches, updates, and changes
Day to Day Customer Support Execution
- Own all inbound customer support across email, SMS and live chat
- Respond to order, shipping, returns, and product related inquiries
- Cancel orders upon request and update products or shipping addresses accurately
- Provide corrected shipping labels for address related issues
- Manage returns, exchanges, damaged, missing, or incorrect orders
- Maintain a professional, brand aligned tone in all customer communication
Order, Fulfillment, and Risk Management
- Coordinate with the Supply Chain Operations Manager and 3PL to manage fulfillment timelines
- Track order status and proactively resolve shipping delays
- Resolve claims for customers with delivery issues
Returns, Refunds, and Replacements
- Track returns and process refunds accurately
- Track faulty product claims and issue replacements
- Manage returns and exchanges through workflows and reporting
- Own customer communication related to returns, refunds, and replacements
Tools, Systems, and Knowledge Management
- Build, maintain, and optimize email macros, templates, automations, AI workflows, and knowledge base articles
- Maintain accurate documentation and order notes for internal visibility
Cross Team Communication and Feedback Loop
- Coordinate with Marketing, Social, and Product teams to address feedback and meaningful inbound messages
- Identify recurring product questions or objections and share insights with leadership
Team Support and Scalability
- Assist with documentation and process improvements to scale customer support
Competencies
- Product expertise and customer education
- Strong written communication and clarity
- Ability to guide customers to the right product without pressure
- Attention to detail and data accuracy
- Calm problem solving under pressure
- Comfort working across Shopify, Front, Loop, and fulfillment systems
- Accountability and follow through
- Adaptability in a fast moving DTC e-commerce environment
Strong organizational and time management skills with the ability to set priorities, multi-task, and meet deadlines.
Maintain Clear Communication between the different departments and how their different needs work together.
A quick learner who is able to problem solve and work towards a solution with an understanding of the first principle problem being solved for.
An analytical thinker who uses data to align and drive the business towards its goals and overall strategies.
Team-oriented with amazing communication skills, a positive attitude, and consistent energy.
Excellent time management and follow-up skills.
You can handle difficult situations with grace while under pressure.
*Contact careers@slnt.com w/ cover letter and resume