Customer Service Representative (E-Commerce) - DO - 032426 - FTCSR

Position: Customer Service Representative Number of hours: 40 hours per week Schedule: EST Key Responsibilities Technical Support & Troubleshooting Assist with LED/HID installation and setup Diagnose issues (flickering, error codes, CANBUS, etc.) Troubleshoot faulty/underperforming products Recommend needed accessories (decoders, resistors, harnesses) Order Issue Resolution Handle warranty claims and replacements Resolve lost/stolen package issues Coordinate with warehouse/logistics for re-ships Returns & Exchanges Approve/decline return or exchange requests Issue RMAs and guide return process Process exchanges and reduce unnecessary returns Pre-Sale Product Guidance Help customers choose correct products for vehicles Recommend options based on needs and budget Upsell/cross-sell accessories Explain specs, compatibility, and installation Fraud & Order Verification Review and verify flagged orders Check address/payment discrepancies Escalate confirmed fraud cases Reporting & Process Improvement Report catalog/fitment errors and product issues Suggest service improvements Maintain accurate case notes Qualifications Exceptional written and spoken English — neutral or North American accent preferred for phone support Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic Detail-oriented with strong problem-solving and critical thinking skills Calm, professional, and empathetic communication style under pressure Experience in e-commerce customer service (order management, returns, exchanges) Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar) Comfortable handling live chat, email, and inbound/outbound phone calls concurrently Self-directed and reliable — capable of working independently with minimal supervision Familiarity with Shopify or other e-commerce platforms is an asset. Desirable Experience Background in automotive parts, electronics, or technical consumer products Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools) Experience processing warranty claims and working with logistics teams Knowledge of fraud detection and order verification best practices