E-Commerce Customer Service Representative

About the role

The E-Commerce Customer Service Representative is responsible for delivering a consistently high level of service to both internal and external customers through timely communication, accurate order processing, and proactive support across customer-related activities. The role acts as a key link between customers and internal functions, ensuring customer requirements are understood, communicated, and executed effectively. The Customer Service Representative supports the smooth execution of customer service processes while maintaining a strong customer focus and commitment to operational excellence. Through professional interactions, attention to detail, and collaboration with cross-functional teams, the Customer Service Representative contributes to creating a positive customer experience and strengthening long-term customer relationships. The E-Commerce Customer Service Representative supports customer and operational success through efficient order management, responsive customer support, and strong coordination across internal teams. The role ensures customer requests and enquiries are managed accurately and professionally while supporting inventory visibility, product movement activities, and administrative processes. Working closely with Sales, Production, Planning, Inventory, and Finance teams, the Customer Service Representative helps ensure customers receive accurate information, timely communication, and reliable service outcomes.

Responsibilities

• Ensure customer enquiries and requests are responded to in a timely, professional, and customer-focused manner.
• Conduct all customer interactions in a pleasant, helpful, and professional manner.
• Process customer requests, enquiries, and sales-related activities accurately and efficiently.
• Manage customer complaints, concerns, and disputes promptly while escalating issues where appropriate.
• Build and maintain strong relationships with customers and internal stakeholders.
• Liaise closely with Sales, Marketing, Finance, Planning, Production, and Operations teams to ensure customer requirements are understood and delivered.
• Maintain and continually improve product knowledge and understanding of company products and services.
• Identify opportunities to improve customer experience and provide balanced recommendations and feedback.
• Support the delivery of a consistent and high standard of customer service across all customer touchpoints.
• Manage retail customer pickups and walk-in customer assistance.
• Process e-commerce and online support, sales orders, credits and customer invoicing activities accurately and in a timely manner.
• Ensure order transactions and associated system activities are completed in accordance with established processes.
• Provide customers with copies of invoices, order confirmations, shipping details, and supporting documentation when requested.
• Assist with administrative requirements including scanning