ECommerce Customer Service Rep

UNIKOO GROUP INC; Santa Ana (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k)

Employee discounts

Paid time off

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Training & development

Job summary

Unikoo Glass & Hardware is seeking a detail-oriented E-commerce Customer Service Representative to support online sales channels, including Amazon, Home Depot, Wayfair, Shopify, and our direct website. This role prioritizes organization, responsiveness, and professional communication in a fast-paced environment.

The representative will assist customers, process orders and returns, monitor shipping status, and coordinate with warehouse, operations, and logistics to resolve issues across Unikoo’s

Qualifications

• 1–2 years in e-commerce or customer service
• Proven ability to communicate clearly in writing and verbally
• Experience with online marketplace orders and platforms like Amazon/Shopify/Wayfair
• Strong problem-solving skills and professionalism during escalations
• Ability to multitask and stay organized in a fast-paced environment
• Detail-oriented with solid follow-through

Responsibilities

• Respond to customer inquiries via email, phone, and platform messaging
• Process returns, exchanges, refunds, and order adjustments
• Monitor order flow, shipping status, tracking, and delivery issues
• Coordinate with warehouse, operations, and logistics to resolve concerns
• Handle cases on Amazon, Home Depot, Wayfair, Shopify, and the website
• Maintain accurate records of customers, orders, and cases
• Follow SOPs for returns, replacements, claims and escalations
• Assist with product listing updates and troubleshooting
• Identify recurring issues and communicate trends to management

Skills

Written communication

Verbal communication

Multitasking

Organization

Customer empathy

Tools

Amazon Seller Central

Shopify

Wayfair Partner Home

Home Depot

Job description

Benefits:

401(k)

Employee discounts

Paid time off

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Training & development

Unikoo Glass & Hardware is a growing supplier of shower doors, glass, hardware, LED mirrors, and related products serving customers across multiple sales channels. We support contractors, glass shops, distributors, homeowners, and online retail customers through our direct website and major e-commerce platforms.

We are looking for someone who is:

Reliable and punctual.

Professional with customers and coworkers.

Organized and accurate.

Comfortable handling multiple platforms and customer issues at the same time.

Willing to learn Unikoo’s products, systems, and internal processes.

Able to communicate clearly and follow through until the issue is resolved.

Job Summary

We are looking for a detail-oriented and dependable E-commerce Customer Service Representative to support our online sales channels, including Amazon, Home Depot, Wayfair, Shopify, and our direct website. This role is ideal for someone who is organized, responsive, professional, and comfortable working in a fast-paced environment. The E-commerce Customer Service Representative will be responsible for supporting customers, orders, and issue resolution across Unikoo’s online sales channels.

Responsibilities

Respond to customer inquiries through email, phone, platform messaging, and website communication channels.

Process returns, exchanges, replacements, refunds, and order adjustments according to company policies.

Monitor order flow, shipping status, tracking updates, delivery issues, and shipping exceptions.

Coordinate with warehouse, operations, sales, and logistics teams to resolve customer concerns.

Handle Amazon, Home Depot, Wayfair, Shopify, and website cases, tickets, disputes, and escalations.

Communicate with customers in a professional, timely, and solutions-focused manner.

Maintain accurate customer, order, return, and case records.

Follow internal SOPs for customer communication, returns, replacements, claims, and escalations.

Support product listing updates, product information accuracy, and basic troubleshooting.

Assist with damaged product claims, missing parts, delivery delays, and replacement requests.

Help identify recurring customer issues and communicate trends to management.

Maintain a high level of responsiveness, accuracy, and customer satisfaction.

Qualifications

1–2 years of e-commerce, customer service, order support, or related experience preferred.

Experience working with e-commerce platforms or online marketplace orders.

Familiarity with Amazon Seller Central, Home Depot, Wayfair Partner Home, Shopify, or similar platforms is a plus.

Strong written and verbal communication skills.

Strong problem-solving skills with the ability to stay calm and professional during escalations.

Ability to multitask, prioritize, and stay organized in a fast-paced environment.

Detail-oriented with strong follow-through.

Comfortable using computers, order management systems, email, spreadsheets, and customer service platforms.

Dependable, responsive, and able to work well with internal teams.

Bilingual preferred: English/Spanish and/or Mandarin.

Preferred Skills

Experience handling returns, refunds, replacements, shipping claims, and customer escalations.

Knowledge of online marketplace policies and customer service expectations.

Ability to read order details, product information, tracking updates, and customer case history.

Experience supporting products that require parts, measurements, specifications, or technical explanation.

Strong sense of urgency and ownership.