Support Specialist

We are looking for a Support Specialist who can provide exceptional support, maintain high customer satisfaction levels, and ensure smooth and efficient order fulfillment. You will need excellent communication skills and a commitment to excellence in order to contribute to the company's goals. Your responsibilities will include responding to customer inquiries, accurately processing orders, and addressing any issues that arise during the purchasing process.

Key responsibilities:
1. Order Processing
- Monitor the fulfillment of e-commerce orders.
- Track backorders and coordinate with customers accordingly
- Coordinate with the warehouse team to ensure timely and accurate order fulfillment.
- Address any potential order issues, such as high risk orders, address validation issues, inventory discrepancies or shipping delays.
- Manage PayPal cases/disputes related to order issues
- Troubleshoot order-related issues in our inventory management system and ensure that we have an accurate record-keeping of our e-commerce sales.
2. Customer Support
- Provide prompt and courteous assistance to customers' inquiries via various channels (email, chat, or phone).
- Assist customers with product selection & issues, order tracking, returns management.
- Resolve customer complaints and concerns in a professional and empathetic manner.
- Maintain comprehensive knowledge of our products, policies, and procedures to provide accurate information.
- Manage, maintain, and update reports related to customer support and orders.
3. Product Knowledge and Content Management
- Collaborate with the marketing team and data management team to ensure product descriptions, images, and specifications are accurate and up-to-date on the website.
4. Quality Assurance
- Conduct regular quality checks to ensure the accuracy of product listings, pricing, and promotions.
- Monitor customer reviews and feedback to identify potential areas of improvement and share insights with relevant teams.
5. Collaborative Teamwork
- Work closely with cross-functional teams, including marketing, data management, logistics, product management, and finance, to resolve any order-related issues.
- Collaborate with colleagues to continually improve processes and enhance the overall customer experience.
6. Amazon Management
- Monitor and respond to customer inquiries and messages through the Amazon platform.
- Dispute Amazon negative review
- Handle Amazon negative feedback
- Monitor the 'voice of the customer' section
Software/Tools:
- Proficiency in using e-commerce platforms and order management systems (e.g. Shopify, Amazon, Etsy, ShipStation, etc.)
- Inventory Management System (e.g. DEAR Inventory, Zoho Inventory, etc.)
- Familiarity with Gorgias, ClickUp & Loop Returns is advantageous.
Skill set:
- Active listening skills and problem-solving skills to understand & address customer concerns effectively
- Detail-oriented with strong organizational and multitasking abilities.
- Ability to demonstrate a proactive mindset by actively seeking ways to improve processes and outcomes.
- Ability to thrive in a fast-paced, deadline-driven environment.
Experience:
- 3-5 years of proven experience in e-commerce order processing, customer support, or a related field.
- Excellent written and verbal communication skills with a strong focus on customer satisfaction.
Do not apply if:
1. You do not have at least 3 years of eCommerce Support and Order Processing experience.
2. You have not used customer support platforms such as Gorgias, Zendesk, etc.
3. You have never used eCommerce platforms such as Shopify, Amazon, etc.
4. You need training on the key responsibilities and can't learn through independent research.
Our core values:
At South Street Designs, we believe in creating an environment where everyone can be their authentic selves and contribute their unique perspective to the team. We strive to ensure our company culture is grounded in positive values like trust and respect, collaboration, resilience, and innovation. This commitment enables us to build an atmosphere where inclusion and growth are at the forefront. Our goal is to empower each individual to reach their fullest potential while being supported by the team.
Why people love working at South Street Designs:
- Great compensation & benefits package
- Quarterly reimbursements for internet and technology/office set-up upgrade
- Annual Cost of Living Adjustment based on inflation rate
- Free virtual psychotherapy sessions with MAGIS Creative Spaces
- Holiday Wind Down
- Medicard HMO with 100k DDL once regularized
- 20 PTOs per year once regularized (accrued PTOs during probation)
We know our success depends on the people who join us. That's why we have a meticulous screening process so we can hire top-notch talent.