Order Support Representative – After‑Sale

About the role

The Order Support Representative assists customers with order, shipping, return, cancellation, and delivery-related concerns. This role requires strong attention to detail, high comprehension, and accurate case management across multiple systems and trackers.

Key responsibilities

• Respond to order‑related inquiries via email, live chat, and outbound calls.
• Process address changes, cancellations, returns, and refunds according to company policies.
• Investigate lost, delayed, damaged, or incorrectly delivered packages.
• Coordinate with fulfillment partners and carriers such as ShipBob and PNP Line.
• Create reshipment orders in Shopify when approved and update records across Shopify, Gorgias, and internal trackers.
• Maintain order claims and escalation trackers using Google Sheets and escalate complex cases to Operations.

Required profile

• Previous e‑commerce customer service experience handling orders, shipping, returns, and refunds.
• Strong reading comprehension, problem‑solving, and communication skills.
• Highly organized, detail‑oriented, and accurate in a fast‑paced environment.
• Ability to manage multiple cases simultaneously and follow detailed processes.

Required skills

• Google Sheets
• Shopify
• Gorgias