Customer Solutions Support Specialist

Job Overview

We are seeking a reliable and detail-oriented Customer Solutions Support Specialist to deliver exceptional customer support and ensure a seamless post-purchase experience. This role serves as the front line for customer inquiries, order updates, claims management and vendor coordination. The ideal candidate is highly organized, customer-focused and capable of managing multiple tasks while maintaining excellent communication and service standards.

Responsibilities

Customer Support & Communication

• Serve as the primary point of contact for customers via phone, email and chat
• Respond to inquiries regarding orders, shipping, returns, cancellations, warranties and product-related concerns
• Provide timely updates on order status, backorders, delivery schedules and fulfillment activities
• Handle inbound and outbound customer communications professionally and efficiently
• Ensure a positive customer experience through proactive problem-solving and issue resolution
• Monitor customer feedback and reviews across various platforms

Order Management & Administrative Support

• Track, manage and update customer orders and shipments using multiple systems
• Organize and prioritize daily tasks, including inbox management and follow-up activities
• Maintain accurate records of customer interactions, order activity and support cases
• Assist with fulfillment follow-up and shipment tracking
• Utilize internal tools to document and manage operational activities

Claims & Issue Resolution

• Process and support warranty, damage and shipping-related claims
• Monitor claim status and communicate updates to customers and stakeholders
• Handle marketplace-related claims, including Amazon A-to-Z and Safe-T claims when applicable
• Identify recurring customer concerns and recommend process improvements
• Escalate complex cases to the appropriate departments when necessary

Vendor & Carrier Coordination

• Communicate with vendors and carriers regarding shipment status and delivery issues
• Coordinate returns, shipping labels, freight quotes and related logistics requirements
• Assist in resolving transportation and fulfillment-related concerns
• Work closely with internal teams to ensure efficient issue resolution

Job Qualifications and Skills Set

Required Qualifications

• Minimum of 2 years of customer service, customer support or order management experience
• Strong written and verbal English communication skills
• Excellent customer service and problem-solving abilities
• Highly organized with strong attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong multitasking and time-management skills
• Comfortable working with multiple software applications simultaneously
• Self-motivated and capable of working independently

Preferred Qualifications

• Experience in eCommerce customer support or order fulfillment
• Familiarity with Amazon Seller Central, Shopify, Gorgias or similar platforms
• Experience using Google Workspace and Microsoft Excel
• Knowledge of shipping, logistics and post-purchase support processes
• Experience handling warranty, claims or marketplace support issues

Additional Requirements

• Able to work schedules aligned with U.S time zones
• Willingness to work weekends or holidays as part of a customer support team when required
• Tech-savvy and adaptable to new systems and processes