E-commerce Customer Service Specialist

• Job Title: Ecommerce Customer Service Specialist
• Location: Sharon, MA
• Department: Customer Service
• About us
• Habitat Clothes to Live in is a small-batch women’s apparel company focused on delivering thoughtfully designed, high-quality collections to a broad and growing audience. Operating across both wholesale distribution and direct-to-consumer, we serve over 1,500 boutiques nationwide while continuing to expand our retail presence.
• General Description
• We are seeking a detail-oriented and customer-focused Ecommerce Customer Service Specialist to support our growing online business. This role is responsible for managing all ecommerce-related customer interactions, including phone and email support, order assistance, returns, and issue resolution.
• This position plays a critical role in ensuring a seamless customer experience from purchase through post-delivery support. The ideal candidate is proactive, organized, and comfortable working across systems while collaborating with internal teams such as Inventory, Warehouse, and Quality Control.
• Key Responsibilities
• Customer Support (Phone & Email)
• Respond to ecommerce customer inquiries via phone and email in a timely, professional manner
• Assist customers with placing orders, processing returns, and answering product or order-related questions
• Deliver a high-quality customer experience aligned with company standards
• Returns, Refunds & RA Processing
• Process Return Authorizations (RAs) accurately within the ecommerce platform
• Manage returns and refunds, including researching and resolving any discrepancies
• Identify and investigate refund issues that require additional review or problem-solving
• Order & Issue Resolution
• Research and resolve issues related to order processing, fulfillment, and returns
• Troubleshoot discrepancies between orders placed and items picked/packed in the warehouse
• Ensure all issues are documented and resolved efficiently
• Cross-Functional Coordination
• Partner with the Inventory Specialist to resolve inventory discrepancies impacting customer orders
• Coordinate with Quality Control to ensure RAs are properly tracked and handed off for incoming returns
• Collaborate with internal teams to maintain smooth ecommerce and fulfillment operations
• Ecommerce Platform Management
• Accurately manage orders, returns, and customer interactions within the ecommerce system (e.g., Shopify or similar)
• Maintain detailed and organized records of customer interactions and issue resolutions
• Qualifications
• 1–3 years experience in customer service, ecommerce, or a related field preferred
• Strong written and verbal communication skills
• Experience handling customer interactions via phone and email
• Familiarity with ecommerce platforms (Shopify or similar) preferred
• Excellent organizational skills and attention to detail
• Strong problem-solving abilities and ability to work independently
• Comfortable collaborating across multiple teams
• Pay: From $25.00 per hour

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Work Location: In person