Starfire Direct (LTDO) a subsidiary of Outova is seeking a customer-focused, detail-oriented eCommerce Customer Support & Sales Order Fulfillment Specialist to play a vital role in delivering a seamless online shopping experience. In this position, you'll serve as the connection between our customers, sales team, warehouse, and operations—ensuring every order is processed accurately, fulfilled efficiently, and supported with outstanding service. The ideal candidate thrives in a fast-paced eCommerce environment, enjoys solving problems, and takes pride in delivering exceptional customer experiences.
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Position Overview:
The eCommerce Customer Support & Sales Order Fulfillment Specialist is responsible for delivering exceptional customer service while managing the complete sales order lifecycle from order placement through delivery. This role serves as a key liaison between customers, sales, operations, and fulfillment teams to ensure accurate order processing, timely shipment, and a superior customer experience. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced eCommerce environment.
Key Responsibilities:
Customer Support
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Serve as the primary point of contact for customer inquiries via phone, email, chat, and social media channels.
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Provide accurate information regarding products, pricing, promotions, availability, order status, shipping, and returns.
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Resolve customer concerns, complaints, and service issues in a professional and timely manner.
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Build and maintain positive customer relationships that promote loyalty and repeat business.
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Maintain detailed records of customer interactions and resolutions within company systems.
Sales Order Management
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Accurately enter, review, and process customer orders from eCommerce platforms, marketplaces, sales representatives, and other sales channels.
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Verify product availability, pricing, shipping information, payment status, and order accuracy.
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Monitor open sales orders and proactively communicate order status updates, backorders, delays, or fulfillment concerns.
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Process order modifications, cancellations, credits, and special customer requests.
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Collaborate with Sales, Customer Service, and Operations teams to ensure seamless order execution.
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Maintain accurate customer, product, and order records within ERP, CRM, and eCommerce systems.
Order Fulfillment & Logistics Coordination
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Coordinate with warehouse and distribution teams to ensure timely, accurate, and complete order fulfillment.
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Monitor daily fulfillment activities and shipment tracking.
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Assist with shipping documentation, freight coordination, and carrier communications.
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Investigate and resolve shipment discrepancies, delivery issues, damaged goods claims, and lost packages.
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Support inventory accuracy by communicating stock concerns and assisting with order allocation issues.
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Ensure fulfillment processes meet established service level expectations and customer commitments.
eCommerce Operations Support
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Support the day-to-day operation of company eCommerce platform.
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Assist customers with website navigation, account setup, and online purchasing processes.
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Support promotional campaigns, product launches, seasonal sales, and marketing initiatives.
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Identify opportunities to improve customer experience, order accuracy, operational efficiency, and fulfillment performance.
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Assist in maintaining product information, pricing updates, and customer data integrity.
Administrative Responsibilities
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Maintain organized documentation and transaction records.
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Adhere to company policies, procedures, and quality standards.
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Participate in continuous improvement initiatives and special projects as assigned.
Qualifications:
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Experience with outdoor or outdoor fire products preferred but not required.
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High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
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Minimum of 2 years of experience in customer service, order management, sales support, eCommerce operations, or fulfillment.
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Experience working with ERP systems, CRM software, order management systems, and eCommerce platforms (Shopify) preferred.
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Strong customer service and relationship-building skills.
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Excellent verbal and written communication abilities.
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High level of accuracy and attention to detail.
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Strong organizational and time-management skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Problem-solving mindset with the ability to identify and resolve issues proactively.
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Proficiency in Microsoft Office applications, particularly Outlook, Excel, and Word.
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Ability to work independently and collaboratively across departments
Key Competencies:
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Customer satisfaction and response times.
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Sales order accuracy and processing efficiency.
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On-time order fulfillment and shipment performance.
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Return and issue resolution effectiveness.
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Data accuracy and record management.
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Contribution to process improvements and operational excellence
Physical Activities:
Daily activity includes but is not limited to:
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Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
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Prolonged periods sitting at a desk and working on a computer.
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Reading, communication, math.
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Be able to occasionally lift/move up to 25lbs.
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Frequent use of standard office equipment such as computers, headsets, phones
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Ability to speak clearly and actively listen during extended phone and video calls.
Compensation and Benefits:
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Hourly: Competitive hourly pay (non-exempt) commensurate with experience.
- Benefits: Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off.
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Work Environment: Onsite (San Diego)
Outova and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. The company strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.
