Customer Service & Shipping Support Executive

About the Role

Seeking a reliable and customer-focused Customer Service & Shipping Support Executive to support an international e-commerce business.

Key Responsibilities

Customer Service

• Respond to customer inquiries regarding orders, shipping status, tracking updates, delivery delays, and other order-related concerns.
• Communicate professionally with US customers through designated customer service channels.
• Investigate customer complaints related to missing packages, delayed shipments, tracking information, and order fulfillment.
• Check order details and shipment status before providing customers with accurate updates.
• Follow up with customers until their issues are resolved or next steps are communicated.
• Maintain clear records of customer conversations, order issues, and resolutions.
• Escalate complex issues when necessary and coordinate with the relevant team.

Shipping & ShipStation Support

• Use ShipStation to review shipment information, check tracking details, and perform basic shipping-related tasks.
• Generate and print shipping labels by following established procedures.
• Review order and shipping information for accuracy before processing shipments.
• Investigate shipments with delayed, missing, or outdated tracking information.
• Provide customers with shipment updates based on available tracking information.
• Identify shipping exceptions and coordinate with carriers or the appropriate internal team when required.
• Follow standard operating procedures for order processing, shipment handling, and tracking follow-ups.
• Maintain accurate shipping records and communicate unresolved issues promptly.

General Operations

• Follow company procedures and instructions carefully.
• Manage customer inquiries and assigned shipping tasks within expected timelines.
• Maintain accurate records and provide updates on pending customer or shipping issues.
• Work collaboratively with the customer service and operations teams.
• Learn company systems, workflows, and product information during training.

Requirements & Tech Stack

• Good spoken and written English communication skills.
• Ability to communicate professionally with customers and handle complaints calmly.
• Strong attention to detail when reviewing orders, addresses, and tracking information.
• Ability to follow step-by-step procedures accurately.
• Good problem-solving and organizational skills.
• Willingness to learn ShipStation and other company systems.
• Availability to work US night-shift hours.

Qualifications

• Customer service experience, preferably in international e-commerce or an online retail business.
• Experience supporting US-based customers or international e-commerce businesses.
• Previous experience with ShipStation, shipping labels, order fulfillment, or shipment tracking.
• Experience with Shopify or another e-commerce platform.
• Background in fashion, clothing, apparel, or online retail.
• Graphic design experience is an additional advantage but not required.

Training

Training will be provided on the company's shipping workflows, ShipStation, tracking processes, and internal procedures. Candidates with strong customer service skills, attention to detail, and the ability to learn operational procedures will be considered even if they haven't used ShipStation before.