Lead Customer Service Representative

CUTLER'S INC; Orem (UT); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company in lawn and garden eCommerce is seeking a Customer Service Representative. This role involves assisting customers through various channels, resolving issues, and ensuring an excellent purchasing experience. Ideal candidates should have customer service experience and familiarity with eCommerce platforms.

Benefits

Competitive salary and employee discounts

Opportunities for advancement

Supportive team environment and training provided

Qualifications

• 1+ year of customer service experience, ideally in eCommerce.
• Familiarity with Amazon Seller Central and eBay.
• Comfortable using customer service software and CRMs.

Responsibilities

• Respond to customer inquiries across multiple platforms.
• Assist customers with order placement, product questions, and returns.
• Resolve order-related issues such as missing or damaged items.

Skills

Customer service experience

eCommerce platform knowledge

Communication skills

Attention to detail

Problem-solving

Multitasking

Basic computer skills

Education

High school diploma or equivalent

Tools

CRM software

Order management tools

Job description

We are seeking a customer-focused and detail-oriented Customer Service Represtative to support our growing eCommerce business, which specializes in lawn and garden parts, equipment, and accessories. This role is responsible for assisting customers via email, phone, live chat, and online marketplaces such as Amazon and eBay. You’ll play a key role in ensuring our customers receive fast, accurate, and friendly service before, during, and after their purchases. Daily tasks include answering questions about product information, checking order status, assisting with returns, and resolving any issues that may arise with purchases across our website and marketplace platforms.

Responsibilities

• Respond to customer inquiries across multiple platforms, including our website, Amazon, and eBay.
• Assist customers with order placement, product questions, shipping updates, and returns.
• Resolve order-related issues such as missing, delayed, or damaged items.
• Process returns, exchanges, refunds, and warranty claims according to company policies.
• Monitor and respond to customer cases/messages on Amazon and eBay within required timeframes.
• Update customer records and case notes accurately in our CRM/helpdesk systems.
• Collaborate with fulfillment and operations teams to address customer concerns quickly.
• Maintain up-to-date knowledge of our products and policies to better serve customers.

Qualifications

• 1+ year of customer service experience, ideally in eCommerce or retail.
• Familiarity with eCommerce platforms, especially Amazon Seller Central and eBay.
• Excellent written and verbal communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Comfortable using customer service software, CRMs, and order management tools.
• High school diploma or equivalent required; some college or additional training preferred.
• Basic computer skills such as typing, taking screenshots, uploading pictures, etc
• Basic understanding of lawn and garden equipment and parts

Additional Information

• Schedule: Monday–Friday with occasional flexibility during non-peak periods
• Competitive salary and employee discounts
• Opportunities for advancement within a growing company
• Supportive team environment and training provided