E‑Commerce Customer Support Specialist

TP-Link Systems Inc.; California; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k contributions

Bi-annual pay increases

Health and wellness benefits

Gym membership

Team-building events

Job summary

TP-Link Systems Inc. is seeking a Customer Service Representative for the Omada Store to serve as the primary contact for customers throughout their purchasing journey, handling product inquiries, order management, shipping concerns, returns, refunds, promotions, and account-related requests to ensure a positive customer experience.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced ecommerce environment, with cross-functional collaboration across Sales,

Qualifications

• Bachelor’s Degree required.
• 2+ years in customer service or e-commerce preferred.
• Strong written communication and problem-solving skills.
• Detail-oriented with strong organizational and follow-up skills.
• Able to manage multiple customer cases and priorities in a fast-paced environment.
• Experience with Shopify Admin preferred.
• Experience with returns, refunds, order fulfillment, or fraud review is a plus.
• Experience with networking products or consumer electronics is a plus, but not required.

Responsibilities

• Respond to customer inquiries regarding product information, order status, shipping, promotions, returns, refunds, and other pre purchase and post purchase questions.
• Manage return, replacement, and refund requests according to company policies, provide customers with appropriate instructions, and follow up on open cases through resolution.
• Handle order related issues, including cancellation requests, shipping delays, backorders, out of stock items, split shipments, and other fulfillment exceptions.
• File and follow up on shipping issue claims for lost, damaged, missing, or misdelivered packages, and coordinate with carriers and internal teams through resolution.
• Review orders for potential fraud or payment verification requirements, communicate with customers when additional verification is needed, and escalade suspicious transactions according to established procedures.
• Assist customers with Omada Store promotions, discount codes, rewards programs, and other promotional programs, including reviewing eligibility and resolving promotional issues.
• Respond to general product and compatibility questions using available product information and resources, and coordinate with Technical Support when advanced troubleshooting or technical assistance is required.
• Support special customer requests, including tax exempt purchases and other order related requests, by collecting required information and coordinating with the appropriate internal teams.
• Coordinate with Sales, Warehouse, Accounting, Logistics, and Technical Support teams to resolve customer and order related issues and ensure timely follow up.
• Monitor open customer cases and maintain accurate case records to ensure issues are properly tracked through resolution.
• Identify recurring customer service, order fulfillment, product information, or website related issues and communicate them to the appropriate internal teams.

Skills

Customer service

Communication

Problem solving

Multitasking

Team coordination

Cross-team collaboration

General troubleshooting

Education

Bachelor's Degree

Tools

Shopify Admin

Job description

TP-Link Systems Inc. is seeking a Customer Service Representative for the Omada Store to serve as the primary contact for customers throughout their purchasing journey, handling product inquiries, order management, shipping concerns, returns, refunds, promotions, and account-related requests to ensure a positive customer experience.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced ecommerce environment, with cross-functional collaboration across Sales,