Job Title: Customer Service Representative (CSR)

Industry: E-commerce / Dropshipping
Work Setup: Remote
Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM (Eastern Time Zone)

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Job Description

We are seeking a reliable and detail-oriented Customer Service Representative (CSR) to support our growing e-commerce operations. The CSR will play a key role in managing customer communications, order-related inquiries, and coordination with vendors in a fast-paced dropshipping environment. As our order volume continues to scale across multiple online stores and domains, this role is critical in ensuring a smooth customer experience and efficient order fulfillment.

The ideal candidate is organized, tech-savvy, and comfortable handling high volumes of customer interactions while working closely with internal teams and external vendors.

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Key Responsibilities

• Respond to customer inquiries via email, chat, and/or ticketing systems regarding orders, products, shipping, and returns

• Monitor and manage order statuses across multiple e-commerce stores and domains

• Coordinate with vendors to resolve fulfillment issues, delays, or discrepancies

• Update customer accounts with tracking information and order confirmations

• Handle order modifications, cancellations, refunds, and replacements as needed

• Escalate complex or unresolved issues to the appropriate internal team

• Assist with product-related inquiries as new SKUs and vendors are added

• Maintain accurate records of customer interactions and resolutions

• Follow established SOPs and contribute to process improvements and automation efforts

• Support the team during peak order volumes and seasonal demand increases

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Job Qualifications

Required Qualifications

• Proven experience as a Customer Service Representative, preferably in e-commerce or dropshipping

• Strong written and verbal English communication skills

• Experience handling order management, shipping, and tracking inquiries

• High attention to detail and ability to manage multiple tasks simultaneously

• Comfortable working with multiple systems, websites, and vendors

• Strong problem-solving skills and customer-focused mindset

• Ability to work Monday–Friday, 8:00 AM–5:00 PM Eastern Time

Preferred / Nice-to-Have Qualifications

• Experience working with high-volume e-commerce stores or multi-store operations

• Familiarity with order management systems, helpdesk tools, or CRMs

• Experience coordinating with third-party vendors or suppliers

• Basic understanding of product listings, SKUs, and inventory workflows

• Experience supporting business scaling or automation initiatives

• Ability to work independently and proactively in a remote setup

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job