Ecommerce Customer Service Representative

John Boos & Co. is a leader in premium wood and stainless-steel kitchen equipment and furniture, proudly made in the USA for over 135 years. We are seeking a friendly, detail-oriented Ecommerce Customer Service Representative to join our team to assist customers shopping on our online store and provide an outstanding customer experience.

Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a professional and timely manner
• Assist customers with order placement, returns, refunds, exchanges, and product questions
• Troubleshoot order and delivery issues with carriers and fulfillment teams
• Maintain accurate records of customer interactions in CRM or ticketing system
• Collaborate with other departments to resolve complex customer issues
• Monitor and escalate recurring issues to management for resolution
• Support accurate and timely order entry into the system
• Identify opportunities to improve the customer experience and streamline processes
• Stay up-to-date on products, policies, promotions, and system updates
• Receive and apply feedback from senior team members to continuously improve communication internally and with our customers

Requirements:

• High school diploma, associate's degree, or bachelor's degree
• 1–3 years of professional experience in ecommerce, retail, or customer support roles
• Excellent written and verbal communication skills
• Strong problem-solving skills and attention to detail
• Comfortable using customer service software, eCommerce platforms, and basic tech tools
• Ability to multitask, organized and dependable
• Eager to learn and take direction well
• Strong communicator who collaborates well with management and cross-functional teams
• Flexible schedule, including occasional weekends or evenings as needed during peak holiday season