Online Order Representative

About the Role

This fully remote, work from home position is based in New York, United States and requires a 40-hour weekly commitment. Working days and shift times may vary. The Online Order Representative follows each request from initial contact through a helpful resolution, helping customers understand order status, product availability, delivery updates, cancellations, and return options.

Key Responsibilities

• Receive online order questions through a shared queue, customer emails, service tickets, and chat requests, then identify the customer need and order reference.
• Review order details, item availability, shipment updates, delivery information, cancellation requests, and return requests in the appropriate systems.
• Use an ecommerce platform such as BigCommerce to locate order activity, review product details, and provide accurate updates to customers.
• Record each interaction, actions taken, customer preferences, and next steps in a CRM such as SugarCRM.
• Respond to customers with clear product or service information, expected next steps, and practical guidance that matches available order details.
• Create and update service tickets in a support platform such as Gorgias so requests remain visible from first contact through resolution.
• Verify entered order information against available system details and correct straightforward errors before confirming an update with the customer.
• Follow up on open requests when an update is needed, a customer response is pending, or a promised next step has not been completed.
• Escalate unusual order issues, unavailable items, repeated delivery concerns, or system discrepancies to the customer service team lead or appropriate operations contact.
• Maintain simple tracking notes using spreadsheets and data entry tools such as LibreOffice Calc when assigned by the team lead.
• Meet quality expectations through accurate information, timely turnaround, complete notes, respectful communication, and reliable follow-up.

Qualifications

• High school diploma or equivalent.
• Familiarity with online shopping workflows, order status updates, product details, cancellations, and return requests preferred.
• Ability to learn an ecommerce platform such as BigCommerce, a CRM such as SugarCRM, and a support platform such as Gorgias.
• Ability to read order details carefully, compare information across systems, and explain next steps in plain language.
• Comfortable communicating professionally with customers and internal contacts through written messages and chat.
• Ability to maintain organized notes, manage a shared queue, and follow established procedures for routing requests.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from a dedicated home workspace.
• Structured onboarding and training on the named systems, order workflows, and customer response practices.
• Regular check-ins with the customer service team lead for guidance, feedback, and question review.
• Skill building in online order support, return coordination, ecommerce systems, and customer communication.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.