E-commerce Customer Support Specialist

Employee Relations Associates, Inc.; Charlotte (NC); On-site; USD 25,000 - 36,000; Full time

Job summary

TalentBridge is seeking an experienced E-commerce Customer Support Specialist to assist a national retailer with online shopping, order fulfillment, and store-related inquiries. The role emphasizes researching and resolving customer concerns with a focus on timely, professional service.

The ideal candidate brings solid customer service experience, strong communication skills, and a problem-solving mindset to thrive in a fast-paced retail environment and collaborate across departments to improve

Qualifications

• Previous experience in customer service, e-commerce support, retail customer service, or contact center operations.
• Experience handling escalations, researching issues, and providing effective resolutions.
• Strong written and verbal communication with a customer-focused approach.
• Ability to manage multiple inquiries in a fast-paced environment.

Responsibilities

• Review, research, and resolve escalated issues from call centers, emails, and store channels.
• Provide timely support for online orders, shipping, returns, and gift cards.
• Collaborate with call center, store, and fulfillment teams to resolve issues.
• Respond to emails and support cases within SLAs.
• Document customer interactions and resolutions in the case management system.
• Process accommodations per company guidelines (gift cards, exchanges).
• Follow up with internal teams and customers to ensure resolution.
• Identify recurring issues and opportunities to improve the shopping experience.
• Monitor feedback and escalation trends to suggest process improvements.
• Participate in quality reviews and contribute to service improvements.
• Meet or exceed performance metrics related to satisfaction and response times.
• Support special projects and customer experience initiatives as needed.

Skills

Customer service

E-commerce support

Retail customer service

CRM systems

Tools

CRM systems

Job description

About the Opportunity

TalentBridge is seeking an experienced E-commerce Customer Support Specialist to support a large, well-established national retail organization. This position plays an important role in delivering an exceptional customer experience by researching, managing, and resolving customer concerns related to online shopping, order fulfillment, and store experiences.

The ideal candidate has a strong customer service background, excellent communication skills, and a passion for problem-solving. This is a great opportunity for someone who enjoys working in a fast-paced retail environment, collaborating across departments, and helping customers navigate complex issues.

Key Responsibilities

• Review, research, and resolve escalated customer service issues received through call centers, emails, direct phone calls, retail stores, and e-commerce fulfillment operations.

• Provide timely and professional support for customer concerns involving online orders, shipping, returns, store experiences, payments, rewards, and gift cards.

• Partner with call center representatives, store teams, fulfillment operations, and other internal departments to ensure customer issues are resolved efficiently.

• Respond to customer emails and assigned support cases within established service-level expectations.

• Accurately document customer interactions, actions taken, and resolutions within a case management system.

• Process customer accommodations, including gift cards and other approved resolutions, according to company guidelines.

• Conduct follow-up with internal teams and customers to ensure issues are fully resolved.

• Identify recurring customer service concerns, order fulfillment challenges, and opportunities to improve the shopping experience.

• Monitor customer feedback and escalation trends to recommend improvements to processes and procedures.

• Participate in customer service quality reviews and provide feedback to support service improvements.

• Meet or exceed established performance metrics related to customer satisfaction, response times, case resolution, and service-level agreements.

• Support special projects and additional customer experience initiatives as needed.

Qualifications

• Previous experience in customer service, e-commerce support, retail customer service, or contact center operations.

• Experience handling customer escalations, researching issues, and providing effective resolutions.

• Strong written and verbal communication skills with a professional, customer-focused approach.

• Excellent problem-solving, organizational, and time-management skills.

• Ability to manage multiple customer inquiries and priorities in a fast-paced environment.

• Strong attention to detail and ability to accurately document customer interactions.

• Comfortable navigating multiple computer systems, customer service platforms, and case management applications.

• Ability to collaborate effectively with multiple departments to resolve customer concerns.

• Experience with online order management, retail fulfillment, or customer relationship management (CRM) systems is a plus.

Ideal Candidate

The ideal candidate is a proactive, detail-oriented customer service professional who enjoys finding solutions and creating positive customer experiences. Individuals with backgrounds in retail customer support, e-commerce operations, order management, customer escalations, or corporate customer service are encouraged to apply.

This is an excellent opportunity to gain experience supporting the customer experience operations of a recognized national retailer while working with a collaborative, service-focused team.
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E-commerce Customer Support Specialist

Industry: National Retail / E-commerce
Employment Type: Contract Opportunity

“ TalentBridge employees are eligible for many benefit offerings such as medical, dental, vision, life insurance, short term disability, 401(k) and holiday pay!"