E-commerce Experience Specialist - Order & Support

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

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