Customer Service Representative

📋 Description

• • Be the voice of 1840 & Company for a fast-growing portfolio of North-American e-commerce brands. From your fully-remote workstation in Ciudad Juárez you will own the end-to-end customer journey—turning first-time buyers into lifelong fans through flawless order entry, lightning-fast issue resolution, and genuine human connection.
• • Own the order lifecycle from click to doorstep. You will enter new orders in CST M3, verify inventory in Shopify, and confirm shipping details before the customer even refreshes their inbox. Accuracy is non-negotiable: a single keystroke error can delay an entire batch, so you triple-check every SKU, address, and promo code.
• • Become a product encyclopedia. Whether a shopper asks about thread-count on a sheet set or the warranty on a power drill, you will deliver crystal-clear answers drawn from internal knowledge bases, supplier specs, and your own growing expertise. When information is missing, you chase it down with merchandising and logistics teams the same day.
• • Master multi-channel communication. One minute you’re on the phone guiding a frustrated customer through a return label; the next you’re crafting a concise email that turns a complaint into a five-star review. You switch between HubSpot tickets, Connex.ai escalations, and live chat without missing a beat—always matching tone, channel, and urgency.
• • Turn returns and warranties into loyalty moments. You analyze the reason for every return, offer instant resolutions when possible, and document patterns that help product and quality teams prevent future issues. When a warranty claim lands on your desk, you coordinate with suppliers, schedule replacements, and follow up until the customer is genuinely satisfied.
• • Collaborate across oceans and time zones. You will escalate complex cases to product managers in Kansas, warehouse leads in the Philippines, and tech teams in India. Your detailed notes and screenshots make hand-offs seamless, so customers never have to repeat themselves.
• • Drive continuous improvement. After every shift you tag tickets, log root causes, and drop suggestions in the #voice-of-customer Slack channel. Last quarter, agents like you helped cut average handle time by 12 % just by flagging confusing product pages.
• • Manage your own productivity like a pro. You start each day by reviewing your calendar and ticket queue, color-coding priorities and blocking focus time for high-impact tasks. By Friday you have cleared 95 % of your assigned tickets and still found time to coach a new teammate through their first Shopify refund.
• • Excel in a rigorous training program. Your first 8 days are immersive classroom sessions covering CST M3, Shopify, HubSpot, Connex.ai, and the company’s customer-centric culture. You then spend 5 days in “nesting” with live calls shadowed by senior mentors. Graduation isn’t automatic—you earn it through assessments, role-plays, and real-time feedback.
• • Work Monday–Friday, 8:00 am–6:00 pm CST, from the comfort of your home office. No weekend shifts, no graveyard hours—just a consistent schedule that lets you plan your life while serving customers during peak U.S. business hours.