Business Service Representative

Job Summary:

The Business Service Representative is responsible for providing high-quality support to customers, managing orders, and assisting with various business service functions. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate will be proactive in handling customer inquiries, processing orders, managing returns, and ensuring accuracy across multiple platforms.

Key Responsibilities:

1. Email & Phone Support

• Manage and respond to customer email inquiries in a timely manner.
• Answer phone calls and assist customers with order-related questions, product availability, and website navigation.
• Reply to company email inquiries and create support tickets when necessary.
• Prioritize and address company website order-related emails efficiently.

2. Order & Customer Management

• Collaborate with the accounting department to ensure customer credit is applied correctly.
• Maintain and update customer contact information as needed.
• Create discount coupons on the company website.
• Manually enter, update, and/or approve orders when required.
• Handle product returns and carrier claims to ensure a smooth resolution for customers.

3. Quality Control

• Perform quality control (QC) checks on BTB (Business-to-Business) and orders entered by team members.
• Review and update company listings for accuracy and completeness.

4. Shopify Order Management

• Manage and oversee order processing updates, and fulfillment on Shopify.

5. Service Support

• Respond to updates, cancellations, and return requests.
• Stay informed about new products and actively participate in related projects.
• Provide consistent communication across various customer support channels to ensure a positive service experience.

6. Zendesk Ticket Management

• Monitor, manage, and resolve customer support tickets through Zendesk efficiently.

7. Social Media & Marketplace Support

• Respond to customer inquiries through Walmart Marketplace, Instagram direct messages, and Facebook Messenger.
• Report and escalate any product-related issues identified through these channels.

8. Portal Management

• Oversee and manage business-related portals to ensure seamless operation and data accuracy.

9. Additional Responsibilities

• Onboard new products to different e-commerce platforms.
• Update and maintain price lists.
• Schedule USPS shipments and manage logistical coordination as needed.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2 years of experience in customer service, e-commerce, or business operations support.
• Strong communication and critical thinking skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with Shopify, Zendesk, and marketplace platforms (Walmart, Instagram, Facebook) is a plus.
• Highly organized with strong attention to detail and the ability to multitask.
• Ability to work both independently and collaboratively in a demanding environment.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $20 - $25