Contract Shopify Customer Service Specialist

Job Title: Shopify Customer Service Specialist

Job Responsibilities:

1. Order Processing:

• Review and verify new Shopify orders, exclude high-risk orders, record them in the transaction log, and forward them to the relevant OM team for processing.
• Check Shopify order return requests, investigate shipping status, and communicate with customers regarding return shipments.
• Update Shopify order shipping information and notify customers via email.
• Monitor FedEx delivery risks, notify users via email, and assist in scheduling deliveries with FedEx to prevent lost shipments.

2. Online Support, Email Support, and Customer Inquiries:

• Respond to customer inquiries via online chat.
• Check customer response emails daily and provide timely answers.
• Forward inquiries related to TVs and large appliances to the after-sales team.
• Assist the customer service center in addressing D2C-related and laser product inquiries.

3. Returns and Refund Processing:

• Monitor customer return requests daily and coordinate with the warehouse to intercept shipments.
• If interception is unsuccessful or the product has already been shipped, create a return shipping label and guide the customer on returning the product.
• Confirm receipt of returned items at the warehouse and process refunds accordingly.
• Follow up with the service team to process returns in the SAP system.

4. Chargeback and FedEx Lost Shipment Handling:

• Monitor chargeback issues daily and report them to Shopify immediately upon detection.
• File claims with FedEx for lost shipments, provide necessary evidence, and follow up until the claim is resolved.

5. FedEx Delivery Follow-up:

• Notify customers via email, SMS, or phone calls if initial FedEx delivery attempts fail, ensuring successful delivery.
• Verify with the warehouse that returned products are received and in good condition.
• Ensure synchronization with the SAP system.

6. Inventory and Price Maintenance:

• Update inventory on a weekly basis.
• Adjust pricing weekly.
• Update the deal list weekly.
• Prepare monthly tax reports.
• Compile monthly order statistics.
• Reconcile accounts with the finance team on a weekly basis.

Qualifications:

• Bachelor's degree in Graphic Design or E-commerce or another related field
• Experience with Shopify platform
• 2 years' experience in e-commerce platforms

Hisense USA is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding equal employment opportunity and affirmatively seek to recruit, develop, and promote qualified individuals from diverse backgrounds. Our company is committed to providing a work environment that is free from discrimination, harassment, and retaliation. We encourage applicants of all ages, races, ethnicities, religions, genders, sexual orientations, and abilities to apply for employment with our company.