E-Commerce Customer Service Representative

Online Sales & Customer Support Specialist
Pay: $21–$24 per hour

About the Role
Do you like helping people choose products for a new bathroom or kitchen? We’re a growing retailer of luxury plumbing fixtures, decorative hardware, vanities, sinks, faucets, appliances and bath accessories from leading brands. We’re hiring an Online Sales & Customer Support Specialist to turn people who buy from us online once into customers who keep coming back.

You’ll work with luxury homeowners, builders, interior designers, contractors and DIY customers. You’ll help each of them get the right products for their project. That means following up after they buy, catching items they forgot, and giving service good enough to earn five-star reviews.

What You’ll Do

Sales & Follow-Up

• Contact customers from our website, eBay, Facebook Marketplace and other online channels by phone, text and email after they buy, to make sure they have everything they need for their project
• Check every order for missing companion and installation items such as valves, trim kits, drains and mounting hardware
• Suggest add-on products, complete packages and upgrades
• Keep in touch with customers through their whole remodel so they come back for future projects
• Log all outreach, conversations and follow-ups in our CRM (HubSpot)
• Ask happy customers to leave online reviews

Customer Support

• Answer live chats and new website leads within minutes
• Respond to questions by phone, email and chat about products, pricing, availability, specs, order status, shipping and installation
• Handle orders, cancellations, exchanges, returns, refunds and warranty requests
• Manage orders and leads in Shopify, and watch for fraud alerts, payment problems and fulfillment issues
• Work with the purchasing, warehouse, shipping and vendor teams to solve customer problems quickly
• Explain lead times clearly, including for made-to-order and custom luxury products
• Help write FAQs, saved replies and knowledge base articles

Product Knowledge

• Keep learning about luxury plumbing, hardware, kitchen and bath products
• Study competitors, keep up with industry trends, and suggest new products and brands for us to sell
• We provide training, but we expect you to learn on your own initiative too

Requirements

• High school diploma or GED (an associate’s or bachelor’s degree is a plus)
• At least 2 years of customer service experience in retail, e-commerce or order management
• Excellent written and verbal communication skills
• Strong organization, multitasking and attention to detail
• Able to learn new software quickly; comfortable with Microsoft Office and/or Google Workspace
• Comfortable making outbound calls, emails and texts throughout the day

Nice to Have

• Experience in inside sales, account management or upselling
• Background in plumbing, kitchen and bath, appliances, home improvement, construction or luxury retail
• Experience with Shopify, HubSpot or Salesforce, or a help desk tool such as Gorgias or Zendesk
• Experience reviewing orders for fraud
• ERP experience
• Bilingual in English and Spanish

You’ll Do Well Here If You...

• Enjoy helping customers and spotting chances to make a sale
• Are a self-starter who follows up persistently without being pushy
• Take ownership of customers from their first question until their project is done
• Like a fast-paced, growing business where initiative is rewarded

Benefits

• Medical, dental and vision insurance
• Company-paid life insurance
• Paid time off and paid holidays
• 401(k) retirement plan
• Employee discounts
• Ongoing training and room to grow

MAGNUM STAFFING is a recruiting and staffing solutions firm based in Houston, Texas, and founded in 1996.

Our areas of specialization include manufacturing, production, warehouse/distribution, technical, and logistics for the industrial business sector.

We also provide various services to any industry that assists the client in their human capital management issues. This includes vendor on premise, managed services, payroll transferring and a direct hire specialist focusing on exempt and non-exempt engineering, manufacturing, petrochemical, supply chain management, finance and field operations positions.

With the Staffing industry’s badge of professionalism and seal of excellence behind each hiring manager, Magnum has been designated as one of the top 10 staffing firms in Houston by the Houston Business Journal.
Also, Magnum was the first industrial staffing firm in Houston to require every hiring manager to be CTS certified, setting the precedent for the city’s industrial staffing industry. By ensuring each hiring manager earns CTS certification, Magnum guarantees its hiring professionals have the most up-to-date knowledge of current employment laws and procedures, as well as business operations and ethics.
https://www.magnumstaffing.com/about.html

DOE