Customer Service Representative (Chat and Email)

Job Overview

This role is responsible for providing top-tier chat and email support to customers, addressing inquiries related to pricing, orders, shipping and adjustments. You’ll use NetSuite to manage customer interactions and maintain accurate data. This position plays a critical role in supporting the e-commerce department during the high-demand holiday season.

Responsibilities

• Respond promptly to customer messages via chat and email regarding quotations, orders, changes, or cancellations
• Maintain a positive and professional tone to build rapport and enhance customer satisfaction
• Use NetSuite to retrieve customer and inventory information, manage orders, and ensure data accuracy
• Follow up on inquiries regarding delivery and fulfillment
• Maintain the confidentiality of customer data and company information
• Work collaboratively and uphold a supportive team culture
• Perform additional duties as assigned by management

Job Qualifications and Skills Set

• At least 1 year of customer service experience, preferably in chat or email support
• Previous Amazon-related customer service experience is a plus
• Familiarity with NetSuite is preferred
• Strong written communication skills with a customer-first mindset
• Excellent problem-solving ability and attention to detail
• Proficient in Windows-based applications; Excel proficiency is a plus
• Willingness to work occasional Saturdays and minimal travel if required