Department: eCommerce
Summary: The Customer Support Representative is responsible for providing quality and timely customer service to both Spec’s employees and its customers. This will include answering questions via phone or email and resolving issues via a ticketing system.
Responsibilities:
Respond to Spec’s customer inquiries via phone and email
Respond to Spec’s employees' inquiries via phone and email
Resolve issues in a timely and efficient manner utilizing ticketing system
Provide technical support for third party delivery platform inquiries
Build relationships with customers and provide them with a positive experience
Qualifications:
Excellent communication skills, both written and verbal
Strong problem-solving skills
Ability to work independently and as part of a team
Ability to work under pressure and meet deadlines
Ability to handle customer complaints in a professional and courteous manner
Benefits:
Competitive pay and benefits package
Opportunity to grow with a great team
Chance to learn and grow in your career
If you are a customer-oriented person with strong communication and problem-solving skills, we encourage you to apply for this position. We are looking for someone who is passionate about providing excellent customer service and who is willing to go the extra mile to make our customers happy.
Overview
We’re looking for a detail‑driven, customer‑focused professional to join our Ecommerce customer service team. This role is essential to ensuring our ecommerce customers and store locations receive exceptional support and that all orders are reconciled to their proper payment status. You’ll work closely with customers, internal teams, and external partners to resolve issues, investigate discrepancies, and maintain smooth operational flow.
This is a full‑time, in‑office position with some Saturday shifts required.
Key Responsibilities
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Customer Support:
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Serve as the primary point of contact for customer inquiries via phone, email, and chat.
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Provide timely, professional, and solution‑oriented assistance.
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Handle escalations with empathy and clear communication.
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Order Reconciliation:
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Review and reconcile ecommerce orders daily to ensure accuracy in billing, shipping, and fulfillment.
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Investigate discrepancies such as missing items, incorrect charges, or delivery issues.
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Coordinate with store and accounting teams to resolve order variances.
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Issue Resolution:
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Track and manage open cases until fully resolved.
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Process returns, exchanges, replacements, and refunds according to company policy.
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Identify recurring issues and recommend process improvements.
Qualifications
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Previous experience in customer service, order management, ecommerce support, or a related field.
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Strong attention to detail and comfort working with numbers and data.
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Excellent written and verbal communication skills.
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Ability to multitask in a fast‑paced environment while maintaining accuracy.
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Proficiency with ecommerce platforms, CRM systems, and basic spreadsheets (preferred but not required).
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A problem‑solver who stays calm under pressure and enjoys helping customers.
Work Schedule
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Full‑time, in‑office position.
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Hours varying from 9am-8pm with some Saturdays required
