Order Support Specialist — E-Commerce

Carepod; Colombia; Presencial; COP 118.332.000 - 174.384.000; Jornada completa

Descripción de la vacante

Carepod is seeking a Customer Service (Order Support) Representative to manage customer concerns related to orders, shipping, returns, cancellations, refunds, and deliveries. You will investigate issues, coordinate resolutions, and ensure order data accuracy across Shopify, Gorgias, and internal trackers.

This role focuses on case management, problem-solving, and precise execution within established processes, while handling multiple customer cases during high-volume periods.

Formación

• Experience in e-commerce customer service.
• Experience handling orders, shipping, returns, refunds, or delivery-related concerns.
• Strong reading comprehension and written communication skills.
• Strong attention to detail and accuracy.
• Comfortable working with spreadsheets, trackers, and multiple systems.
• Strong problem-solving and case-management skills.

Responsabilidades

• Respond to customer inquiries related to orders, shipping, and deliveries through email, live chat, and outbound calls when needed.
• Handle address changes, order 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.
• Maintain accurate order and customer records across Shopify, Gorgias, and internal trackers.
• Use Google Sheets to manage order claims, escalations, and case tracking.
• Follow established processes and ensure cases are properly documented from initial inquiry through resolution.
• Escalate complex or unresolved cases to Operations or the appropriate support team.
• Collaborate with the customer support and operations teams to resolve order-related issues.
• Support other mini-teams during peak periods as needed.

Conocimientos

Customer service

E-commerce

Case management

Problem solving

Attention to detail

Organization

Herramientas

Shopify

Gorgias

ShipBob

Descripción del empleo

Carepod is seeking a Customer Service (Order Support) Representative to manage customer concerns related to orders, shipping, returns, cancellations, refunds, and deliveries. You will investigate issues, coordinate resolutions, and ensure order data accuracy across Shopify, Gorgias, and internal trackers.

This role focuses on case management, problem-solving, and precise execution within established processes, while handling multiple customer cases during high-volume periods.