Customer Service Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries through email, phone, and voicemail.

• Investigate issues related to late, delayed, lost, missed, or misdirected shipments and file claims with shipping companies.

• Arrange for replacements and reshipments while keeping customers updated.

• Process return requests, generate return labels, manage received items, handle refunds, exchanges, partial refunds, and store credits.

• Offer product and order information utilizing internal documentation.

• Direct bulk-order inquiries to the appropriate colleagues.

• Record phone interactions in order management or ticketing systems.

• Adhere to internal processes for effective order packaging and shipping.

• Maintain daily documentation for warehouse billing.

• Audit warehouse compensation and credited billing invoices, identify discrepancies, and initiate disputes.

• Monitor shipments and proactively communicate order status, delays, and shipping challenges.

• Keep accurate customer records and regularly update shipping, order-processing, and support logs.

• Follow company policies and protocols, ensuring confidentiality and professionalism are upheld.

• Identify opportunities for process enhancements to improve customer satisfaction and operational effectiveness.

• Collaborate effectively with team members and management.

• Engage in regular one-on-one check-ins for feedback and professional development.

• Provide accurate and timely resolutions to customer issues along with detailed discrepancy reports.

• Achieve performance metrics related to response time, resolution rate, shipping audits, order processing, and billing discrepancies.

⛳️ Requirements

• A minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipping operations, or 5–10 years of overall experience in customer service.

• Familiarity with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation.

• Exceptional organizational skills and meticulous attention to detail.

• Capability to manage a high volume of customer inquiries and order-related responsibilities.

• Proficient in email communication, messaging platforms (Slack, Telegram), and order management systems (Shopify).

• Understanding of shipping processes and platforms (FedEx, UPS, LTL carriers).

• Experience in customer service and returns management.

• Knowledge of order processing including returns, reshipments, and replacements.

• Ability to juggle multiple tasks simultaneously and prioritize effectively.

• Clear, professional, and empathetic communication style with customers.

• Proactive in following up and resolving customer-related issues.

• Strong problem-solving abilities and the capability to think quickly.

• Ability to work both independently and collaboratively within a team.

• Excellent interpersonal skills and a customer-first mentality.

• Flexibility to adapt to changing priorities and urgent customer demands.

• Dependable with a strong sense of accountability and time management skills.

• Access to a reliable desktop or laptop, meeting suggested processor and memory specifications.

• An additional monitor is preferred but not essential.

• A noise-canceling headset is required.

• An external webcam is necessary.

• A primary internet connection of at least 100 Mbps and a secondary backup connection are required.

• A portable power source or generator is recommended.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for career advancement and professional development.

• Flexible work arrangements and a supportive team environment.

• Employee discounts on products and services.