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AI Summary
The Order Support Representative manages customer inquiries regarding orders, shipping, returns, and cancellations across multiple platforms. They are responsible for investigating delivery issues, coordinating with fulfillment partners, and maintaining accurate records in Shopify and internal trackers.
After-Sale (Order Support)
LOCATION: Open to ALL LATAM Countries
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 through email, live chat, and outbound calls when needed.
- 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, including ShipBob and PNP Line.
- Create reshipment orders in Shopify when approved.
- Update order records across Shopify, Gorgias, and internal trackers.
- Use Google Sheets to maintain and manage order claims, and escalation trackers.
- Escalate complex or unresolved cases to Operations or the appropriate support team.
- Support other mini-teams during BFCM and peak periods as assigned.
Qualifications:
- Previous e-commerce customer service experience is required.
- Experience handling order, shipping, return, and refund concerns is required.
- Proficiency in Google Sheets and experience managing trackers.
- Strong reading comprehension, problem-solving, and communication skills.
- Highly organized, detail-oriented, and accurate.
- Able to manage multiple cases and follow detailed processes in a fast-paced environment.
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