E-Commerce Case Manager
E-Commerce Case Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Join Our Team: ECommerce Case Manager (Remote)
Are you a detailoriented customerfocused professional with a passion for delivering exceptional support in a fastpaced digital environment Were looking for a dedicated ECommerce Case Manager to join our team and play a key role in enhancing customer satisfaction streamlining service delivery and ensuring smooth issue resolution across the ecommerce experience.
As an ECommerce Case Manager youll be responsible for managing customer inquiries and escalations coordinating with internal teams to resolve issues efficiently and ensuring every customer interaction is handled with care and precision. This is a remote position ideal for someone who thrives in a digitalfirst environment and is highly organized communicative and proactive.
Key Responsibilities:
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Serve as the main point of contact for escalated customer cases providing timely and effective solutions.
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Collaborate with logistics warehouse marketing and customer service teams to resolve order delivery and productrelated issues.
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Analyze and assess customer needs to offer personalized solutions and ensure a positive shopping experience.
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Monitor open cases and follow up with internal stakeholders to ensure timely resolution and customer satisfaction.
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Maintain accurate case documentation and ensure all actions are logged in internal systems.
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Educate customers on company policies procedures and available services or tools to assist in order management.
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Proactively identify recurring issues and provide insights to improve operational workflows.
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Ensure compliance with company policies and customer service standards.
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Handle returns refunds and warranty claims while maintaining a focus on both customer satisfaction and business goals.
Required Qualifications:
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Bachelors degree in Business Communications ECommerce or a related field.
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23 years of experience in customer service case management or ecommerce operations.
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Strong understanding of the ecommerce landscape including order processing logistics and online customer behavior.
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Excellent written and verbal communication skills with a customerfirst mindset.
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Proven problemsolving abilities and a proactive approach to managing complex cases.
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Comfortable working with CRM platforms order management systems and online chat/email tools.
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Strong organizational skills with the ability to prioritize and manage multiple cases simultaneously.
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High attention to detail and ability to work independently in a remote environment.
Preferred Qualifications:
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Experience with Shopify Magento or other major ecommerce platforms.
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Knowledge of shipping platforms and fulfillment processes.
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Familiarity with analytics tools and basic data reporting.
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Experience working in a remote customer service or support role.
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Understanding of common ecommerce KPIs and servicelevel metrics.
What We Offer:
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100 remote work with flexible scheduling.
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Competitive compensation with performancebased bonuses.
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Health dental and vision insurance.
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Paid time off and company holidays.
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Career development opportunities including training and certifications.
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A collaborative and supportive team culture focused on innovation and customer excellence.
Interested in making a direct impact on customer experiences in the digital space Apply now and help us shape the future of online shopping!
Employment Type
Full Time
