Overview
We are hiring an E-commerce Customer Support Associate to work exclusively with online channels addressing customer inquiries, resolving issues, and providing assistance with product-related matters. This is a full-time, in-office position, located by the waterfront in Everett, WA. Additional responsibilities include efficiently handling returns and refunds, and assisting with the creation of new and surplus product listings. We are seeking a candidate with excellent communication skills, a tech-savvy mindset, and a dedication to delivering exceptional customer service. Familiarity with the marine industry would be beneficial, however it is not mandatory for this position.
Primary Responsibilities
Email Customer Support: Respond to customer inquiries and concerns promptly and professionally via email ticketing software. Ensure all interactions are courteous, informative, and in line with our brand voice and guidelines.
Product Knowledge: Develop a comprehensive understanding of our products, including engine parts, boat equipment and supplies, recreational products, fishing gear, and accessories. Be prepared to research and provide accurate and detailed information to customers regarding product features, specifications, and usage.
Issue Resolution: Troubleshoot and resolve customer complaints or problems effectively and efficiently through email communication. Collaborate with other departments, manufacturers, and technical support to ensure timely resolution of more complex issues. Process damage and warranty claims with product and service providers, such as shipping carriers and vendors.
Order Management: Assist customers with the ordering process, including product selection, payment, and tracking shipments, exclusively via email. Handle order modifications, cancellations, and processing of returns and refunds following established policies using our inventory and Point-of-Sale software and marketplace order management software.
Product Listings: Assist in creating new and surplus product listings on our online platforms, ensuring accurate product descriptions, images, and relevant details.
Other: Assist e-commerce and marketing department in other projects and tasks as needed.
Minimum Requirements
Previous experience in customer support or a related field is preferred, but not required. We are open to training the right candidate.
Proficiency in Google Workspace and Microsoft Office, and e-commerce platforms (Amazon, eBay, WooCommerce) is strongly encouraged.
Excellent written communication skills (spelling, grammar, and punctuation) with a friendly and professional demeanor in email interactions.
Strong problem-solving and analytical abilities, with the capacity to think on your feet and remain calm under pressure.
Highly computer literate and internet-savvy with the ability to learn new software and systems quickly.
Outstanding interpersonal skills and a genuine commitment to providing exceptional customer service.
Detail-oriented, organized, and self-motivated, ensuring accuracy and efficiency in all tasks.
Fast and accurate typing skills to handle high volumes of email responses efficiently.
This is an in-office position (no remote work) that requires access to physical inventory, inspecting returned items, and close collaboration with in-house teams for prompt issue resolution.
Job Details
Full-time (nonexempt): 40 hours per week.
Hours: Monday through Friday, 8:00 am to 4:30 pm (flexibility and weekend availability a plus).
Pay range: $18.00 to $25.00 per hour – based on relevant skills and experience.
Paid Time Off (PTO): Vacation, sick leave, and paid holidays.
Insurance: Medical, dental, and vision.
Additional benefits information can be found here.
Ample opportunity for advancement.
Generous employee discount.
How to Apply
To be considered, send your resume and a brief message highlighting your qualifications, skills, current employment status, and why you'd be a good fit for the position (no generic cover letters). Doing this correctly demonstrates your ability to follow instructions and indicates your seriousness about the opportunity. Contact us by replying to this post; no unscheduled phone calls or drop-in visits.