Onsite Customer Experience Specialist – Ecommerce

TP-Link Systems Inc.; Irvine (CA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) contributions

Bi-annual pay raises

Health & wellness benefits (gym)

Team-building events

Job summary

TP-Link Systems Inc. is seeking a customer service representative for the Omada Store in Irvine, CA.

You will be the primary contact for customers, handling inquiries before and after purchase, managing orders, shipping concerns, returns, refunds, and promotions with a focus on a high-quality customer experience. The ideal candidate has a customer-service mindset, strong communication skills, and the ability to multitask in a fast-paced e-commerce environment.

Qualifications

• Bachelor's degree required or equivalent
• 2+ years in customer service or e-commerce preferred
• Strong written and problem-solving skills
• Detail-oriented with solid organizational and follow-up abilities
• Ability to manage multiple cases and priorities in a fast-paced environment
• Experience coordinating with cross-functional teams (Sales, Warehouse, Logistics, Accounting, Tech Support) beneficial

Responsibilities

• Respond to customer inquiries about product information, order status, shipping, promotions, returns and refunds.
• Manage returns, replacements, and refunds per policy; provide instructions and follow up until resolution.
• Handle order issues such as cancellations, delays, backorders, or misdelivered items; coordinate with carriers.
• File and follow up on shipping damage or loss claims and coordinate with internal teams.
• Review orders for fraud or payment verification and escalate as needed.
• Assist with promotions, discount codes and rewards programs.
• Answer general product questions and coordinate with Technical Support for advanced issues.
• Support tax-exempt purchases and other special order requests with internal teams.
• Coordinate with Sales, Warehouse, Accounting, Logistics and Tech Support to resolve issues and follow up.
• Monitor open cases and maintain accurate records; identify recurring issues for cross-functional teams.

Skills

Written communication

Verbal communication

Organization

Attention to detail

Multitasking

Collaboration

Customer service

E-commerce

Order management

Education

Bachelor's Degree

Tools

Shopify Admin

Job description

TP-Link Systems Inc. is seeking a customer service representative for the Omada Store in Irvine, CA.

You will be the primary contact for customers, handling inquiries before and after purchase, managing orders, shipping concerns, returns, refunds, and promotions with a focus on a high-quality customer experience. The ideal candidate has a customer-service mindset, strong communication skills, and the ability to multitask in a fast-paced e-commerce environment.