Remote Customer Service Representative – eCommerce

About the role

AllSecurityEquipment.com is seeking a motivated Remote Customer Service Representative to be the primary point of contact for customers of its e‑commerce security product line. You will handle order, shipping, and product inquiries, ensuring a seamless experience and high satisfaction.

Key responsibilities

• Manage high‑volume inbound interactions via phone (RingCentral), email, live chat, and text.
• Provide order status updates, resolve shipping issues, and address delivery discrepancies.
• Process returns and exchanges (RMAs) according to company policy.
• Assist customers with tax exemption forms, inventory questions, and billing inquiries.
• Log and update all interactions in Odoo (ERP) and Gorgias (Helpdesk).
• Develop familiarity with the security product catalog to answer non‑technical questions and route technical issues.
• Identify recurring issues and report trends to the Operations Manager.

Required profile

• Minimum 2 years experience in high‑volume customer service, preferably e‑commerce.
• Reliable high‑speed internet and a suitable computer for full‑time remote work.
• Excellent written and verbal English communication skills.

Required skills

• Experience with CRM/Helpdesk tools such as Gorgias, Zendesk or Salesforce.
• Familiarity with e‑commerce platforms like Shopify.
• Working knowledge of ERP systems (Odoo, NetSuite, SAP).
• Proficiency with RingCentral and Google Workspace (Sheets, Docs, Gmail).
• Experience with tax compliance software such as Avalara is a strong plus.