E‑Commerce Customer Experience Specialist

Ashtel-Studios-Inc; Ontario (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Dental insurance

Employee discounts

Job summary

Ashtel Studios, Inc. is seeking a detailed-oriented Customer Service Representative to support our growing portfolio of consumer brands. Reporting to the E-Commerce Manager, this role resolves inquiries, manages post-purchase support, and collaborates with internal teams to ensure timely resolutions.

The ideal candidate is an excellent communicator who enjoys solving problems and helping customers. The position handles inquiries across six brands, supports multiple inboxes, and aims to deliver

Qualifications

• Previous experience in customer service, e-commerce support, or a similar customer-facing role.
• Experience supporting high-volume email and customer communications preferred.
• Bilingual skills are a plus.
• Proficiency in Microsoft Office (Excel, Word, Outlook, etc.).
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Positive, solution-oriented mindset with a passion for delivering excellent customer experiences.
• Ability to work independently while collaborating effectively with cross-functional teams.

Responsibilities

• Respond to customer inquiries across six consumer brands and two company inboxes, managing approximately 50–100 emails per day.
• Provide prompt, professional, and solution-oriented support through email, phone, and online marketplaces.
• Process replacements, refunds, warranty claims, and order adjustments while maintaining accurate documentation.
• Investigate shipping, fulfillment, and product issues by partnering with Fulfillment, QA, and Production teams.
• Communicate with customers throughout the resolution process to ensure a positive experience
• Monitor customer feedback to identify recurring issues and recommend process improvements.
• Maintain detailed customer records within internal systems.
• Assist with customer reporting, trends, and insights for the Sales, QA, and E-Commerce teams.
• Support product launches and promotional initiatives by ensuring customer communications remain accurate and up to date.
• Maintain established response time and customer satisfaction goals.

Skills

High-volume email support

Excellent written and verbal communic

Problem-solving

Attention to detail

Organizational skills

Independent work

Cross-functional collaboration

Bilingual skills

Tools

Microsoft Office

Excel

Outlook

CRM systems

Job description

Ashtel Studios, Inc. is seeking a detailed-oriented Customer Service Representative to support our growing portfolio of consumer brands. Reporting to the E-Commerce Manager, this role resolves inquiries, manages post-purchase support, and collaborates with internal teams to ensure timely resolutions.

The ideal candidate is an excellent communicator who enjoys solving problems and helping customers. The position handles inquiries across six brands, supports multiple inboxes, and aims to deliver